Lead Success Operations Analyst

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

Klaviyo is looking for a Lead Customer Intelligence Analyst to join our growing Customer Insights & Analytics team. In this role, you will partner closely with CX stakeholders and data scientists to design new measurement systems, lead ambiguous analytical investigations, and help build the connected customer-intelligence layer behind Klaviyo's health scoring, personas, and experience-impact work. This role is instrumental in building - not just maintaining - the analytics infrastructure that CX leadership uses to prioritize and measure its biggest initiatives.

The ideal candidate is intellectually curious, comfortable with ambiguity, and energized by building something rather than running an established process.

How you will make a difference:

• Design and build the Goals Measurement Frameworks & Benchmarks for initiatives and pilots across the CX org - providing a standard way to define, baseline, and track goal attainment across programs.
• Lead end-to-end one-off investigations - scoping an ambiguous business question, pulling and analyzing the data, and delivering a decision-ready answer with minimal oversight.
• Stand up new dashboards and reporting (journey health, CX theme-and-impact, QBR/MBR inputs, NPS/OKR baselines) and corresponding documentation to allow handoffs to operational reporting teams once stable.
• Partner with data scientists on health-score and forecasting work - contributing exploratory analysis, segmentation, and validation to support modeling decisions.
• Build reusable data products (Snowflake-backed tools, automated pulls) that let insight delivery scale beyond manual reporting.
• Collaborate cross-functionally with CX leadership, data science, and operational reporting teams to keep new builds well-documented and handoff-ready.

Who you are:

• 5-8 years of experience owning analytical problems end-to-end: from framing the business question, through analysis, to influencing stakeholders and operationalizing the solution.
• You have strong, daily-use SQL and Python skills, not just familiarity.
• You have a track record of scoping ambiguous problems yourself and driving them to a clear answer, with minimal hand-holding.
• You have enough applied statistics/ML literacy to be a credible thought partner to a data scientist, without needing to own the full model lifecycle.
• You communicate findings clearly to non-technical and senior stakeholders.
• Tableau, Snowflake/Streamlit, customer analytics experience, and prior measurement framework work is a plus.

Massachusetts Applicants:

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Our salary range reflects the cost of labor across various U.S. geographic markets. The range displayed below reflects the minimum and maximum target salaries for the position across all our US locations. The base salary offered for this position is determined by several factors, including the applicant’s job-related skills, relevant experience, education or training, and work location.

In addition to base salary, our total compensation package may include participation in the company’s annual cash bonus plan, variable compensation (OTE) for sales and customer success roles, equity, sign-on payments, and a comprehensive range of health, welfare, and wellbeing benefits based on eligibility. 

Your recruiter can provide more details about the specific salary/OTE range for your preferred location during the hiring process.

Base Pay Range For US Locations:

$120,000—$180,000 USD

This role may require up to 10% travel for purposes such as new hire onboarding, client or partner work if applicable, team meetings, and industry events. Travel is coordinated in advance.

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.

AI fluency at Klaviyo includes responsible use of AI (including privacy, security, bias awareness, and human-in-the-loop). We provide accommodations as needed. 

By participating in Klaviyo’s interview process, you acknowledge that you have read, understood, and will adhere to our Guidelines for using AI in the Klaviyo interview Process. For more information about how we process your personal data, see our  Job Applicant Privacy Notice.

Klaviyo is committed to a policy of equal opportunity and non-discrimination. We do not discriminate on the basis of race, ethnicity, citizenship, national origin, color, religion or religious creed, age, sex (including pregnancy), gender identity, sexual orientation, physical or mental disability, veteran or active military status, marital status, criminal record, genetics, retaliation, sexual harassment or any other characteristic protected by applicable law.

IMPORTANT NOTICE: Our company takes the security and privacy of job applicants very seriously. We will never ask for payment, bank details, or personal financial information as part of the application process. All our legitimate job postings can be found on our official career site. Please be cautious of job offers that come from non-company email addresses (@klaviyo.com), instant messaging platforms, or unsolicited calls.

By clicking "Submit Application" you consent to Klaviyo processing your Personal Data in accordance with our Job Applicant Privacy Notice.  If you do not wish for Klaviyo to process your Personal Data, please do not submit an application.  You can find our Job Applicant Privacy Notice here and here (FR).