Senior Operations Analyst, Customer Success Analytics & Operations

At Klaviyo, we value the unique backgrounds, experiences, and perspectives each Klaviyo (we call ourselves Klaviyos) brings to our workplace each and every day.

We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements.

If you’re a close but not exact match with the description, we hope you’ll still consider applying. Want to learn more about life at Klaviyo?

Visit careers.klaviyo.com to see how we empower creators to own their own destiny.

Find out more about the daily tasks, overall responsibilities, and required experience for this opportunity by scrolling down now.

Klaviyo is looking for a Senior Analyst to join our growing Customer Success Analytics and operations team. In this role, you will report to the Senior Manager of OPS & Analytics.

The successful candidate will leverage their quantitative and technical skills and partner closely with Customer Success leadership to deliver data-driven insights, drive visibility and understanding of core metrics, analyze customer behavior & business drivers, improve operational efficiencies, and develop scalable solutions to drive results.

This role will partner to help scope, build, and manage key analytics resources and dashboards for our Customer Success Management team, own advanced analytics projects, and support strategic initiatives across the organization that drive growth, prevent churn, and are instrumental in driving greater insight, action, and measurement of impact for Klaviyo.

How You Will Make a Difference

• Collaborate with senior leaders across the global Customer Success (post-sales) organization, particularly the Customer Success Management team, to drive strategic analytics and support initiatives that shape the growth trajectory of Klaviyo.
• Own and develop reporting and analytics resources for Customer Success stakeholders; creating new metrics that drive increased visibility into the drivers of customer success and tell data-driven stories about the health of Klaviyo’s customers.
• Plan and scope end-to-end advanced analytics projects by identifying the business problem and selecting appropriate investigative testing and data solutions, and determining appropriate key performance indicators (KPIs) for the audience.
• Dissect trends, quantify opportunities, and undertake customer and driver-based journey analytics to support business planning & strategic decision-making within Customer Success.
• Perform detailed quantitative and qualitative analyses to develop recommendations that support strategic initiatives for Klaviyo’s Customer Success organization.
• Convey findings in a cohesive story, including summarizing insights from analyses, identifying next steps, and providing recommendations.
• Collaborate with cross-functional teams across disciplines such as CS Systems, Sales Operations, Marketing Operations, Product, Business Intelligence, Data Science, and Finance.

Who You Are

• You have 4+ years of professional experience in an advanced analytics or operations analytics role; prior experience with SaaS is an advantage.
• You possess well-developed Excel, SQL, and data visualization software skills (e.g., Tableau, Thoughtspot, etc.). Experience working with DBT and GitHub to operate efficiently at scale and partnering closely with Data Science or BI teams will be viewed favorably.
• You have well-developed communication and organizational skills, a demonstrated ability to work cross-functionally to partner with Senior Business leaders, experience operating to a roadmap, and setting clear milestones and deliverables, and experience preparing materials for an executive audience.
• You balance attention to detail with swift execution, taking ownership and delivering work product in a timely manner to drive outcomes.
• You are comfortable operating autonomously with a bias towards action, learning, and constant iteration.

The pay range for this role is listed below. Sales roles are also eligible for variable compensation and hourly non-exempt roles are eligible for overtime in accordance with applicable law.

This role is eligible for benefits, including : medical, dental and vision coverage, health savings accounts, flexible spending accounts, 401(k), flexible paid time off, and company-paid holidays and a culture of learning that includes a learning allowance and access to a professional coaching service for all employees.

Pay Range For US Locations

$100,000 $150,000 USD

Get to Know Klaviyo

We’re Klaviyo (pronounced clay-vee-oh). We empower creators to own their destiny by making first-party data accessible and actionable like never before.

We see limitless potential for the technology we’re developing to nurture personalized experiences in ecommerce and beyond.

To reach our goals, we need our own crew of remarkable creators ambitious and collaborative teammates who stay focused on our north star : delighting our customers.

If you’re ready to do the best work of your career, where you’ll be welcomed as your whole self from day one and supported with generous benefits, we hope you’ll join us.

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