Senior Manager, Customer Success Operations
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Job Location:
Boston, NH - USA
Monthly Salary:
Not Disclosed
Posted on:
13 hours ago
Vacancies:
1 Vacancy
Job Summary
About the Role
Were looking for a systems-minded and customer-obsessed Senior Manager of Customer Success Operations to accelerate Klaviyos Digital-first and At Scale engagement this role youll partner closely with the Digital and At Scale Customer Success teams as well as work with Product Customer Education and Marketing to operationalize the tools data automation and processes that help customers learn adopt and grow at scale.
Working in close partnership with the GTM systems and Customer Success teams youll drive the operational engine behind digital and hybrid engagement models including lifecycle automation AI-powered engagement adoption/education enablement. If you thrive at the intersection of technology data and customer experienceand enjoy turning strategy into scalable measurable outcomesthis role gives you the opportunity to shape how tens of thousands of customers experience Klaviyo.
How Youll Make an Impact
- Translate strategic digital CS goals into execution plansincluding system changes cross-functional alignment and project management
- Help design and execute scalable lifecycle workflows triggers and automations that power onboarding adoption expansion and ongoing customer success
- Operationalize digital customer lifecycle programs including triggered communications in-app engagements personalized guidance and automated success plans
- Optimize the digital CS tech stackincluding Gainsight CS/PX automation tools AI agents LMS platforms and community systems
- Lead change management efforts tied to digital transformation initiatives within the broader Customer Success organization
- Deploy AI-driven insights nudges and in-product guidance to accelerate customer engagement and reduce manual CS effort
- Collaborate with Community and Education teams to operationalize learning journeys certifications and peer-driven engagement
- Maintain operational rigor through standardized processes documentation governance and change management
What You Bring
- 7 years of experience in Customer Success Operations Digital CS or scaled CS programs within a B2B SaaS environment
- Hands-on expertise with Gainsight CS/PX and modern customer lifecycle automation tools; familiarity with LMS community and support platforms
- Experience designing automated journeys workflows and digital engagement programs
- Comfort working with AI-driven tooling (agents copilots rule logic) in customer-facing contexts
- Strong analytical skills with experience building dashboards KPIs and insights using multi-source data
- Ability to influence cross-functional partners and translate strategy into clear operational plans
- Clear communication strong project management and a bias toward action and continuous improvement
- Bachelors degree in Business Operations Information Systems Analytics or related field (or equivalent experience)
- Youve already experimented with AI in work or personal projects and youre excited to dive in and learn fast. Youre hungry to responsibly explore new AI tools and workflows finding ways to make your work smarter and more efficient.
We use Covey as part of our hiring and / or promotional process. For jobs or candidates in NYC certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on April 3 2025.
Please see the independent bias audit report covering our use of Covey here
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Required Experience:
Senior Manager
Key Skills
- Employee Evaluation
- Continuous Improvement
- FDA Regulations
- Management Experience
- Process Improvement
- Profit & Loss
- Operations Management
- Project Management
- Strategic Planning
- Leadership Experience
- P&L Management
- Supervising Experience
About Company
Klaviyo unifies AI-powered email marketing and SMS to drive growth, retention, and measurable results. Build personalized, omnichannel experiences across WhatsApp, ecommerce, and more with K:AI Agents.
