[Hiring] Lead Success Operations Analyst @Klaviyo

Role Description

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.

Qualifications

• 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.
• Strong, daily-use SQL and Python skills, not just familiarity.
• Track record of scoping ambiguous problems yourself and driving them to a clear answer, with minimal hand-holding.
• Applied statistics/ML literacy to be a credible thought partner to a data scientist, without needing to own the full model lifecycle.
• Ability to communicate findings clearly to non-technical and senior stakeholders.
• Tableau, Snowflake/Streamlit, customer analytics experience, and prior measurement framework work is a plus.

Requirements

• Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.
• 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.

Benefits

• Base Pay Range For US Locations: $120,000 — $180,000 USD.
• 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.

Company Description

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.