Lead, Customer Experience Strategy and Operations (High-Touch)

Join Klaviyo, a company that empowers creators to own their destiny. As the Lead of Customer Experience Strategy and Operations, you will shape the high-touch customer experience, run the high-touch business, and lead projects across teams. You will work directly with CS leadership, CSMs, Sales, Support, Product, and Marketing, and have the opportunity to shape how we serve our biggest customers.

Responsibilities

• Shape the high-touch customer experience by designing and piloting key moments for high-touch customers.
• Own the operating model for the high-touch segment, including coverage, capacity, cost to serve, and metrics.
• Manage a portfolio of strategic and operational projects, translating leadership priorities into actionable plans.