Senior Manager, Customer Success Operations

<div class="content-intro"><p><em>At Klaviyo, we value the unique backgrounds, experiences and perspectives each Klaviyo (we call ourselves Klaviyos) brings to our workplace each and every day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements. If you’re a close but not exact match with the description, we hope you’ll still consider applying. Want to learn more about life at Klaviyo? Visit <a class="_ymio1r31 _ypr0glyw _zcxs1o36 _mizu194a _1ah3dkaa _ra3xnqa1 _128mdkaa _1cvmnqa1 _4davt94y _4bfu18uv _1hms8stv _ajmmnqa1 _vchhusvi _kqswh2mm _ect4ttxp _syaz13af _1a3b18uv _4fpr8stv _5goinqa1 _f8pj13af _9oik18uv _1bnxglyw _jf4cnqa1 _30l313af _1nrm18uv _c2waglyw _1iohnqa1 _9h8h12zz _10531ra0 _1ien1ra0 _n0fx1ra0 _1vhv17z1" href="http://klaviyo.com/careers" data-renderer-mark="true">klaviyo.com/careers</a> to see how we empower creators to own their own destiny.</em></p></div><p><strong>About the Role</strong></p> <p>We’re looking for a systems-minded and customer-obsessed Senior Manager of Customer Success Operations to accelerate Klaviyo’s Digital-first and At Scale engagement model. In this role, you’ll 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.</p> <p>Working in close partnership with the GTM systems and Customer Success teams, you’ll 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 experience—and enjoy turning strategy into scalable, measurable outcomes—this role gives you the opportunity to shape how tens of thousands of customers experience Klaviyo.</p> <p><strong>How You’ll Make an Impact</strong></p> <ul> <li>Translate strategic digital CS goals into execution plans—including system changes, cross-functional alignment, and project management</li> <li>Help design and execute scalable lifecycle workflows, triggers, and automations that power onboarding, adoption, expansion, and ongoing customer success</li> <li>Operationalize digital customer lifecycle programs including triggered communications, in-app engagements, personalized guidance, and automated success plans</li> <li>Optimize the digital CS tech stack—including Gainsight CS/PX, automation tools, AI agents, LMS platforms, and community systems</li> <li>Lead change management efforts tied to digital transformation initiatives within the broader Customer Success organization</li> <li>Deploy AI-driven insights, nudges, and in-product guidance to accelerate customer engagement and reduce manual CS effort</li> <li>Collaborate with Community and Education teams to operationalize learning journeys, certifications, and peer-driven engagement</li> <li>Maintain operational rigor through standardized processes, documentation, governance, and change management</li> </ul> <p><strong>What You Bring</strong></p> <ul> <li>7+ years of experience in Customer Success Operations, Digital CS, or scaled CS programs within a B2B SaaS environment</li> <li>Hands-on expertise with Gainsight CS/PX and modern customer lifecycle automation tools; familiarity with LMS, community, and support platforms</li> <li>Experience designing automated journeys, workflows, and digital engagement programs</li> <li>Comfort working with AI-driven tooling (agents, copilots, rule logic) in customer-facing contexts</li> <li>Strong analytical skills, with experience building dashboards, KPIs, and insights using multi-source data</li> <li>Ability to influence cross-functional partners and translate strategy into clear operational plans</li> <li>Clear communication, strong project management, and a bias toward action and continuous improvement</li> <li>Bache ... (truncated, view full listing at source)