Lead, Customer Experience Strategy and Operations (High-Touch)
Core
Design high-touch customer experiences and build the operating model for Klaviyo's highest-value accounts.
Role type
Senior Customer Experience Strategy and Operations Lead
Builds
Customer experience programs, operating models, playbooks, and metrics for enterprise accounts
Domain
SaaS / Customer Success / High-Touch Enterprise
Required skills
Customer Success strategy, Operating model design, Data analysis (Salesforce, Gainsight, Tableau, Snowflake), Cross-functional influence, Program management, Executive communication, AI/automation fluency
Preferred skills
Customer segmentation, Health scoring, Customer journey design, Project management certification
Technologies
Salesforce, Gainsight, Tableau, Snowflake
Responsibilities
Design high-touch customer experience moments (onboarding, executive engagement, business reviews), Define high-touch qualification criteria and outcomes, Build operating rhythm and metrics for the high-touch segment, Lead cross-functional projects from idea to launch, Prepare decision-ready materials for leadership, Manage portfolio of strategic and operational projects
Seniority
Senior, hands-on IC