Lead Success Operations Analyst

Boston · USD 120,000-180,000 · 5-8 years experience · Posted Oct 8, 2026

At a glance

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.

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.

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.
Communicate findings clearly to non-technical and senior stakeholders.

Participation in the company’s annual cash bonus plan
Variable compensation (OTE) for sales and customer success roles
Equity
Sign-on payments
Comprehensive range of health, welfare, and wellbeing benefits based on eligibility

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.