Manager, Customer Success Operational Analytics (Remote Eligible)

Klaviyo is looking for a Manager to join our growing Customer Success Operations team. In this role, you will report to the Director of CS Operations and partner closely with Customer Success and Support leadership to drive visibility into core metrics and business drivers, improve operational efficiencies, and develop scalable strategies to improve the customer experience. You will also manage a team of analysts, helping them develop their skills and grow.  The ideal candidate is intellectually curious and proactive in seeking solutions to challenging problems.

How You'll Make a Difference:

• This is a cross functional role that requires knowledge of how to frame business problems, create datasets, synthesize results, design compelling visualization and make recommendations to the executive team and other leaders in various departments.
• Deliver expert data-driven insights to CS & Support leadership to guide strategy, investment decisions and prioritization.
• Facilitate prioritization of key business questions to be answered based on resources required and potential benefit.
• Partner with managers in CS Ops Systems and CS Ops Planning, to identify appropriate resources needed to complete projects and drive solutions forward.
• Provides analytical direction, feedback, and coaching to analysts and influences the strategic direction of the Customer Success operation.
• Provides input to senior management during the development of organizational policies and provides support during their implementation.
• Implement processes to improve operational efficiency in a rapid growing environment.
• Build, maintain, and communicate detailed reporting, dashboards and analysis on key business metrics and challenges.
• Interact with CS, support, product, engineering, sales, finance and marketing functions.

Who You Are:

You are quantitative and curious. You enjoy understanding cause and effect in various business situations. You enjoy finding creative technical solutions to hard problems and are structured in your thinking. You are passionate about coaching analysts and helping them to thrive.

• Bachelors and/or Masters degree in Mathematics, Economics, Statistics or other quantitative field.
• 8-10 years of experience in an analytically driven environment.
• Must possess strong analytical, strategic, project management, decision-making and problem-solving skills.
• Expert knowledge of data sources, tools, and business processes, including a sophisticated understanding of cross-functional operations and business drivers.
• Proven leadership experience.
• Proven ability to effectively influence at all levels of the organization.
• Strong communication and interpersonal skills required
• 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.