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

- Company: Klaviyo
- What the company does: Klaviyo unifies AI-powered email marketing and SMS to drive growth, retention, and measurable results. Build personalized, omnichannel experiences across WhatsApp, ecommerce, and more with K:AI Agents. Backed by Accel.
- Company website: https://www.klaviyo.com/
- Type: Startups
- Level: Senior
- Location: Boston, MA; Denver, CO; San Francisco, CA
- Work setup: On-site
- Posted: 2026-11-05
- Apply by: 2026-12-20
- Apply: https://www.klaviyo.com/careers/jobs/8182740003?gh_jid=8182740003&utm_source=1752vc&utm_medium=careers
- Page: https://www.1752.vc/careers/jobs/klaviyo-lead-customer-experience-strategy-and-operations-high-touch/

## About the role

Our high-touch customers are where the relationship, the stakes, and the revenue are biggest. This role makes sure that book is run like a business: clear on who we serve and how, deliberate about the experience we create, and measured on what it delivers. Found on 1752vc Careers, the job board for startup and VC roles.

## What they're looking for

- Design and pilot the moments that matter for high-touch customers: onboarding to value, executive engagement, business reviews, renewal and expansion plays
- Define what high-touch should mean: which customers qualify, what they get, and what outcome each touchpoint should create
- Turn customer feedback and data into specific changes to programs, playbooks, and engagement models
- Work with Product, Support, Marketing, and Sales to close gaps that customers feel across teams
- 5-8 years in Customer Success, CS Operations, strategy, or program management, ideally in SaaS, with time close to enterprise or high-touch customers
- You've designed a customer program or operating model and can show what changed because of it

Tags: Go-To-Market Operations

Source: 1752vc Careers, https://www.1752.vc/careers/jobs/klaviyo-lead-customer-experience-strategy-and-operations-high-touch/