Iryna Prekrasna
CS Analytics & Operations at Klaviyo
- Role
- Manager, Customer Success Analytics & Operations at Klaviyo
- Location
- Boston, MA, US
- LinkedIn followers
- 500 followers
Experience
Manager, Customer Success Analytics & Operations
Sep 2023 — Present · Boston, MA, US
Owned CS analytics strategy, KPI definition, Analytics and Reporting across 8+ workstreams, enabling data-driven prioritization, informing strategic decisions across programs supportinggrowth, retention, and net expansion for Klaviyo’s 180K+ customers and $1.2B Recurring Revenue • Modeled the impact of customer program engagement on churn and adoption across managed accounts, projecting retention benefits and required engagement to optimize digital and CSM-led coverage, guiding program scale, engagement strategy and planning• Led end-to-end analytics coverage of new high-impact in-app engagement channel launch, including identifying reach gaps, projecting adoption and churn benefits, estimating future usage for procurement, leading POC, A/B testing, Data & Reporting coverage, ultimately increasing customer engagement 10× across the lifecycle, driving adoption, retention, and revenue growth• Built and maintained KPI dashboards, enabling monthly and quarterly insights on churn, channel performance, and ROI for CS leadership, supporting program prioritization, investment planning, and operational decisions• Pioneered an AI-powered customer feedback analytics tool to triage and prioritize customer issues at scale, enabling Support in addressing systemic gaps and guiding Product on prioritization of new feature releases• Led large-scale A/B testing and experimentation across multiple customer engagement programs impacting 170K+ digitally managed accounts, quantifying impact on health, maturity and growth
Education
Bentley University - McCallum Graduate School of Business
Master of Science - MS, Business Analytics
American University in Bulgaria
Bachelor of Arts (BA), Business Administration and Economics
University of Maine
Bachelor of Arts (BA), Business Administration and Economics
Stanford Continuing Studies
Data Analysis with Python
2024 — 2024
Skills
- Spreadsheet Modeling
- Stata
- Team Leadership
- Economic Data Analysis
- Solver
- Quantitative Analytics
- Public Speaking
- Microsoft Excel
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