Senior Strategy Manager, CS Operations

The Senior Strategy Manager will partner with Customer Success (CS) leadership and cross-functional stakeholders to identify, scope and manage key programs and initiatives across the CS organization that drive growth, prevent churn, and create a system of governance for effective management of our CS processes. The role will partner with Finance, Sales, CS, and other Go-To-Market (GTM) functions to create operational rigor within the CS organization that enables the Customer Success Managers (CSM’s) to be successful and deliver world class customer results. The ideal candidate will blend analytical skills with a strategic mindset, program management experience, and a proven ability to communicate effectively with senior leadership, to help optimize our Customer Success operation and to deliver on key business results.

In this role you will:

• Drive CSM impact, support OKRs and strategic pillars via efficient and scalable CSM operating systems and processes
• Conduct analysis to determine optimal solutions to drive operational outcomes and present these strategic recommendations to Senior GTM Leadership
• Use data driven insights to clearly communicate each initiative and the impact the desired outcome will have on the business in order to influence and align stakeholders
• Improve visibility and accountability across the CSM leadership, entire CSM organization, GTM Leadership team, and Klaviyo Senior Leadership
• Develop and manage monitoring and tracking of KPIs (NRR, Gross Churn, Net Upgrade) and results for key strategies and programs
• Translate trends, feedback and observations across various sources into data insights and actionable recommendations as part of weekly, monthly and quarterly business reviews
• Partner closely with CSM Leadership on scoping and prioritizing key initiatives with clear business objectives and outcomes
• Work with Senior Leadership to prioritize projects based on business value
• Work alongside CS Enablement to roll out new strategies and key programs to track enablement consumption/effectiveness

• Lead and manage special projects for areas in which the VP CSM oversees. Examples include:

  • Development of an optimized customer engagement model that delivers a world class customer experience while fueling growth and protecting our customers from competitive threats
  • Alignment and process work with CFX teams as we evolve our renewal management function, forecasting processes, and collections overlay function
  • Support business case development and liaise within CS Systems Ops teams to inform CS Systems strategy
  • Enable expansion through optimization of cross-sell programs to drive growth within the customer base while

We’re looking for people who have:

• 10+ years of experience in an analytically driven environment, consulting firm, and/or CS/Account Management function in the SaaS industry
• Proven analytical and quantitative skills with a data-driven approach to problem-solving
• Excellent communication and presentation skills and proven ability to translate data into actionable insights
• A track record working creatively problem-solving and collaborating with Sales, Success, Support, Product, and Marketing to create an exceptional customer experience
• Experience in Program Management and leading cross-functional work streams to drive key outcomes
• Experience with business process improvements, process excellence, and/or management systems
• Ability to track & measure efficacy and impact of key plays across an organization
• An ability to adapt quickly to changing priorities
• Proven ability to effectively influence at all levels of the organization.
• Strong communication and interpersonal skills
• Ability to display complex quantitative data in a simple, intuitive format and to present findings in a clear and concise manner. Art of telling a story with data.