Lead, Gainsight Analyst (Customer Success Operations)

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Lead, Gainsight, Customer Success Operations @ Klaviyo!
Klaviyo is looking for a dynamic and strategic Gainsight Operations Lead to take our Customer Success (CS) platform to the next level. This role goes far beyond system management & maintenance-it's about driving impact. You'll be at the forefront of optimizing our Gainsight environment to empower our CS team with actionable insights, developing
As a key partner to Customer Success Leadership, Enablement, Systems, and Analytics teams, you'll ensure Gainsight is intuitive, insightful, and indispensable for our front-line CSMs. Your work will directly shape how Klaviyo scales its CS operations, helping to deliver proactive, data-driven engagement across our customer base.
We're looking for someone with deep Gainsight expertise (CS, PX, Journey Orchestrator), experience with content creation, and a strong understanding of digital and at-scale CS programs. If you're passionate about creating seamless user experiences, automating workflows, and enabling teams with data-driven decision-making-this role is for you!
Duties & Responsibilities
Orchestrate and Optimize Cross Functional Workflows:

• Curate, organize, and manage CSM artifacts while working closely with marketing and internal documentation teams.
• Define, implement, and continuously improve Journey Orchestrator workflows and automation strategies that enable Klaviyo to drive customer success at scale.
• Works closely with our Gainsight Developer to ensure seamless integration of CS tools, platforms, and processes.

Enable CSM Efficiency & Tooling Enhancements:

• Partner with CSM Leadership, Analytics, BPA, and Systems teams to enhance Gainsight, Salesforce, and other key CS platforms.
• Identify gaps in tooling and data accessibility, working cross-functionally to implement solutions that streamline customer journey management, CSM Workflows, and Dashboard usage

Drive Operational Excellence & Sustainability:

• Develop governance frameworks and standard operating procedures (SOPs) to ensure process consistency across global CS teams.
• Ensure all Customer-facing material is up-to-date and current while maintaining internal documentation
• Lead efforts to enhance product & process adoption across all areas of customer success

Cross-Functional Program Leadership:

• Act as a key stakeholder between Customer Success At-Scale, Digital, and CS Analytics teams, ensuring alignment on CSM Managed, Digital, and At-scale success motions.
• Lead initiatives to integrate predictive analytics, proactive engagement strategies, and effective playbooks into CS operations.
• Partner with Customer Success Enablement to drive best-in-class user training and enablement campaigns
• Lead and assist CS Enablement Efforts, as well as leading UAT efforts

Measure & Report on Impact:

• Establish performance measurement frameworks to track the success of operational improvements.
• Regularly communicate key insights, data-driven recommendations, and process optimization opportunities to leadership.

Required Skills & Abilities

• Strong understanding of Customer Success Operations, digital-first engagement strategies, and At-Scale CS Programs
• Strong Data Management and reporting capabilities, including Gainsight Reports, Salesforce, and Tableau Expertise in Gainsight administration with experience in configuring Gainsight CS, PX, and Journey Orchestrator
• Excellent problem-solving skills with the ability to troubleshoot system issues and drive process improvements
• Ability to train and enable end users to maximize adoption and impact of Gainsight.
• Ability to build and scale operational frameworks that enhance customer experience and internal efficiency.
• Excellent project management skills, with the ability to lead cross-functional initiatives and drive execution.
• Ability to influence stakeholders across different teams, balancing strategic vision with execution.
• Strong project management skills with the ability to lead system Implementations, enhancements, and governance.

Education & Experience

• 3+ years of experience with Gainsight Platform
• 5+ years working as a CSM, in CSM Operations, or similar
• Gainsight Certifications (Associate Admin 1, Topic-Specific)
• Additional Certifications a plus
• Proven history of designing and implementing scalable customer success platforms that drive measurable business outcomes.
• Experience leading data-driven process improvements and working with cross-functional teams to optimize CS workflows.

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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.
The pay range for this role is listed below. Some sales and success 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.
Base Pay Range For US Locations:
$96,000 - $144,000 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.
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.
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