Manager, Incentive Compensation & Analytics - Customer Success Operations

San Mateo, CA, United States

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

This role will own building, optimizing and maintaining monthly, quarterly and annual processes related to CSM Variable Compensation. The position will partner with Finance, Sales, CS, and other Go-To-Market (GTM) functions to create operational rigor within the organization that enables a seamless delivery of our compensation program. The ideal candidate will blend top tier quantitative and analytical skills with a strategic mindset, program management experience, and a proven ability to communicate effectively with senior leadership, to help optimize our Customer Success operation and to deliver on key business results.

Duties/ Responsibilities:

Develop, optimize and maintain ongoing CSM Book/Territory carving processes that reflects our customer coverage models and is fair and balanced for global CSM team

Tie impacts of organization-wide initiatives as well as financial plans and goals to establish effective quota's for the CSM Organization.

Develop sustainable, scalable processes for identifying, analyzing, and recommending remediation for exceptions to various policies related to CSM variable compensation.

Conduct analyses related to shifts in the business requiring adjustments to quotas at the team and individual level to effectively support business transformations.

Partner with Systems and Systems Architecture teams to build scalable, compliant processes for accurately measuring CSM quota attainment given the myriad complexities of the organization and frequent movement of customers and CSM's.

Conduct analysis to determine optimal solutions to drive operational outcomes and present these strategic recommendations to Senior GTM Leadership.

Improve visibility and accountability across the CSM leadership, entire CSM organization, GTM Leadership team, and Klaviyo Senior Leadership.

Partner closely with CSM Leadership team on scoping and prioritizing key initiatives with clear business objectives and outcomes.

Required Skills/Abilities:

10+ years of experience in an analytically driven environment, consulting firm, and/or CS/Account Management function in the SaaS industry

Top tier analytical and quantitative skills with a data-driven approach to problem-solving

Strong SQL and Tableau skills and the ability to use tools such as Python, R, and Excel to work efficiently at scale

Experience working with Salesforce and Xactly preferred

Excellent communication and presentation skills and proven ability to translate data into actionable insights

A track record working creatively problem-solving and collaborating with Sales, Success, Support, Product, and Marketing to create an exceptional customer experience

Proven ability to effectively influence at all levels of the organization.

Strong communication and interpersonal skills

Education:

Bachelor's Degree in BI/analytics or similar quantitative discipline preferred

Advanced Degree is a plus

#LI-Dee

#LI-Hybrid

The pay range for this role is listed below. Sales 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:

$120,000-$180,000 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.

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.

You can find our Job Applicant Privacy Notice here.

#J-18808-Ljbffr