Lead, Customer Experience Strategy and Operations (High-Touch) at Klaviyo · LumiJobs

Qualification

5-8 years in Customer SuccessYou think in outcomes firstYou're comfortable with dataYou influence without authorityYou write and present clearlyExperience with customer segmentationMassachusetts ApplicantsIn addition to base salaryBase Pay Range For US Locations

Required

5-8 years in Customer Success, CS Operations, strategy, or program management, ideally in SaaS, with time close to enterprise or high-touch customers.
You've designed a customer program or operating model and can show what changed because of it.
You think in outcomes first. You can say what problem you're solving, how you'll know it worked, and what you'd stop doing to make room.
You're comfortable with data. You can build the analysis yourself in tools like Salesforce, Gainsight, Tableau, or Snowflake, or ask sharp questions of someone who can.
You influence without authority, and people across Sales, Support, Product, and CS want you in the room.
You write and present clearly, and you can lead with the answer for executives.
You like building new things and also making them stick.
Experience using AI or automation to scale customer engagement and CSM efficiency

Preferred

Experience with customer segmentation, health scoring, or customer journey design.
Program or project management certification.
Massachusetts Applicants:
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Our salary range reflects the cost of labor across various U.S. geographic markets. The range displayed below reflects the minimum and maximum target salaries for the position across all our US locations. The base salary offered for this position is determined by several factors, including the applicant’s job-related skills, relevant experience, education or training, and work location.
In addition to base salary, our total compensation package may include participation in the company’s annual cash bonus plan, variable compensation (OTE) for sales and customer success roles, equity, sign-on payments, and a comprehensive range of health, welfare, and wellbeing benefits based on eligibility.
Your recruiter can provide more details about the specific salary/OTE range for your preferred location during the hiring process.
Base Pay Range For US Locations:

Lead, Customer Experience Strategy and Operations (High-Touch)

Responsibilities

Qualification

Required

Preferred

Benefits

Company

Klaviyo

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