Sr. Director, CS and Support Data & Analytics Strategist (Remote Eligible)

The Sr. Dir, Customer Success and Support Data and Analytics Strategy works  with and supports the Customer Success and GTM business leaders to develop and execute strategic data driven initiatives that allow for better insights and understanding of our customers. This work will support understanding the impact of customer on-boarding, enablement, CSM engagement, product adoption/usage and the customer journey critical moments and opportunities. With the largest opportunity coming from our install-base and across multiple segments and regions, It will allow us to more accurately forecast and proactively engage with our customers to mitigate risk and more importantly drive growth. 

This role is responsible for driving a global framework of metrics, insights and operating rhythms that enable go-to-market strategies for customer growth, expansion and retention across direct and digital at-scale motions. The role focuses on effective data driven levers across the customer’s journey through renewal outcomes to identify opportunities for upsell & cross-sell, identify customer remediation opportunities, determine which services and programs have the best customer outcomes that drive Klaviyo’s growth

This role partners closely with key leaders in Customer Success, GTM, Data Science, Product, Product Analytics and Success Operations to drive excellence in customer insights, define adoption & consumption levers, determine customer journey effectiveness, and shape the strategy for data driven GTM playbooks and in-product enhancements. This role reports to the SVP Customer Success / Chief Customer Officer and influences the senior leadership team and business unit champions in providing seamless decision enablement based on customer use, adoption, journey effectiveness and retention. As strategic customers’ expectations evolve, this role will drive ongoing alignment to maximize customer lifetime value growth.

Scope & Influence

This role will interact in a matrixed model with a small cross-functional team to facilitate a central customer insights framework, drive decision enablement rhythms, and run programs to mature the insights and their leverage in the business. The individual in this role has a strong background in customer analytics techniques, usage and adoption plays across direct and digital, understanding of on-boarding, customer success,, support & partner businesses and their impact on customer journey effectiveness, SaaS process & systems.

Responsibilities

• Planning & executing strategic data driven Customer Success initiatives 
• Develop an efficient portfolio of customer insights, analytics and decision enablement framework that provides an integrated view of each customer or customer cohort, to drive outcomes for customers and consistent, efficient customer journey including 
• Usage and adoption models
• Forecast models including churn and growth predictability
• Customer journey tracking & effectiveness 
• Customer health scoring
• Feature orchestration & recommendations
• Framework for In-Product triggers, next best actions
• Account prioritization mechanics & early warning systems at scale
• Frameworks for scaled Digital Adoption campaigns
• Role based system of metrics and insights for business reviews & leadership narratives
• Manage Customer Success KPls and insights
• Leverage data and analytics to develop, lead, and measure impacts of success-related, initiatives, programs, and campaigns
• Work across Customer Success, GTM, Data Science and Product Analytics to develop a single framework that can evaluate impacts of investments across Customer Success programs; provide ROI frameworks to guide investment choices
• Track leading indicators of retention, renewals, adoption, utilization, NPS 
• Develop analytical frameworks that drive recommendations for action around customer churn risk & health mitigation
• Own metrics definitions across the Customer Success team and those for Customer Insights
• Develop customer insights that connect lagging indicators of renewal performance and leading indicators of customer success programs related to key drivers of customer lifetime value
• Develop deep expertise and influence on the key systems and data flows that support all Customer Success & Customer Insights functions 
• Drive Customer data and system requirements; coordinating the various roles associated with customer data, systems, processes thereby minimizing silos of systems, data, assumptions, hand-offs, performance and customer touch-points

Requirements

• Bachelors or Master’s Degree in Business, Computer Science, Data Science or Analytics
• 12+ years in data / analytics / operations / business consulting roles with progressively increasing responsibilities 
• 10+ years in leading groups and/or cross-functional teams
• 8+ Leadership experience within Customer Success, Customer Support, Customer Services Operations/Analytics
• Experienced in navigating ambiguity and change with an entrepreneurial mindset
• Experience working across multiple organizations in a matrixed environment
• Strong background in customer analytics techniques, customer strategy, process improvement, performance management, system and tool improvements
• Strong capabilities in delivering data-based decisions & insights to executive leadership and articulating the decision-making process & approach 
• Strong experience delivering measurement frameworks, scorecards, business narratives to executive leadership and enabling / driving business reviews