Klaviyo · 10 hours ago
Senior Manager, Customer Success Operations
Boston, MA
Full-time
Hybrid
Senior Level
$152K/yr - $228K/yr
7+ years expKlaviyo is a company that empowers creators to own their destiny by making first-party data accessible and actionable. They are seeking a Senior Manager of Customer Success Operations to drive the operational engine behind digital and hybrid engagement models, collaborating closely with various teams to enhance customer experience and success.
AdvertisingAnalyticsE-CommerceMarketing AutomationSoftware
Responsibilities
Translate strategic digital CS goals into execution plans—including 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 stack—including 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
Qualification
Required
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
Bachelor's degree in Business, Operations, Information Systems, Analytics, or related field (or equivalent experience)
You've already experimented with AI in work or personal projects, and you're excited to dive in and learn fast. You're hungry to responsibly explore new AI tools and workflows, finding ways to make your work smarter and more efficient
Benefits
Participation in the company’s annual cash bonus plan
Variable compensation (OTE) for sales and customer success roles
Equity
Sign-on payments
A comprehensive range of health, welfare, and wellbeing benefits based on eligibility
Company
Klaviyo
Klaviyo is an automation and email platform designed to help grow businesses.
1001-5000 employees
H1B Sponsorship
Klaviyo has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (47)
2024 (29)
2023 (24)
2022 (27)
2021 (21)
2020 (8)
Funding
Current Stage
Public CompanyTotal Funding
$1.35BKey Investors
ShopifySands Capital VenturesAccel
2025-08-13Post Ipo Secondary· $195.06M
2025-05-14Post Ipo Secondary· $372.95M
2023-09-20IPO
Leadership Team
Andrew Bialecki
CEO
Ed Hallen
Co-Founder, Chief Strategy Officer, Board Member
Recent News
Investing.com
2026-01-03
2025-12-17
2025-12-16
Company data provided by crunchbase