Community Manager at Klaviyo

| Greater Boston Area
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The Klaviyo Community’s mission is to create a collaborative space for our customers to learn, grow, and share with one another as they progress as ecommerce businesses. We strive to create an inclusive community of passionate Klaviyo customers, partners and employees. Our forum will serve as the primary support channel for our free Klaviyo users, but will also serve as a resource for our paid customers to ask questions, share best practices, and learn from other like-minded/sized businesses. We are looking for an experienced Community Manager to help us build and scale our newly created Community forum from the ground up!

In this role, you’ll be pioneering a community engagement strategy for Klaviyo’s first ever foray into creating a forum and will be directly responsible for ensuring our community is engaged, informed, and equipped. You’ll work cross-functionally across Customer Success, Academy, Support, Product, and Marketing to drive forum adoption and engagement and will take on new goals and projects as Klaviyo continues to find opportunities to drive customer value. 

How You'll Make a Difference:

  • Lead the execution of the Klaviyo Community forum roadmap.
  • Monitor all posts on the community daily, and ensure that all discussions are responded to in a timely manner, and are getting maximum community visibility.
  • Collaborate extensively with internal and external stakeholders, including customers, developers, partners, and departments such as Customer Success, Marketing, Product and Support to create an editorial calendar for weekly and monthly content creation.
  • Create an ecosystem of subject matter experts who create content regularly on the forum through answering questions, delivering AMAs alongside Klaviyo, and participating in other ways (webinars, long form posts) to help our customers continue to upskill and advance.
  • Execute against gamification strategy and create additional incentives for forum participants to drive initial activation on the forum as well as continued participation throughout their lifecycle. Goal being to create superusers that allow for less hands-on Klaviyo support needed as the Community matures.
  • Work within InSided, our forum software tool, to effectively measure the impact of the community. Key KPIs include how fast our users are able to get an answer (response time, questions answered, answered by Klaviyo/community member), how our community is growing (total active community members, new registrations, % of users who are activating and how long it takes), and how well our community is solving for the breadth of our customer’s needs (new post growth, # of likes, engagement within posts, number of replies on discussions).
  • Create an action plan to improve KPIs listed above to drive continuous improvement.
  • Partner with the Support team to measure the impact Community is having on the reduction of support tickets per user, specifically for our “free accounts”.
  • Monitor and respond to customers and community members who are leaving reviews on partner App Stores and drive engagement back to the forum where appropriate and escalate internally where needed.

Who You Are:

  • Experience driving customer engagement 
  • Quick learner, curious 
  • Exceptional verbal and written communication skills to be able to communicate with customers, peers and management
  • Takes a high degree of ownership over their work
  • Forum software experience a plus 

Get to know Klaviyo

Klaviyo is the world’s leading owned marketing platform known for accelerating revenue for online businesses using the channels they own like email, web, and mobile. Enabling companies to leverage these owned marketing channels, Klaviyo makes it easy to store, access, analyze and use transactional and behavioral data to power highly-targeted customer and prospect communications. And unlike other marketing platforms, Klaviyo doesn’t force companies to compromise between advanced functionality or ease of use - so companies of all sizes are able to maximize their sales quickly. That’s why over 30,000+ innovative companies like Unilever, Custom Ink and Eventbrite sell more with Klaviyo


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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • Twitter BootstrapLibraries
    • Backbone.jsFrameworks
    • DjangoFrameworks
    • FlaskFrameworks
    • HadoopFrameworks
    • CassandraDatabases
    • MySQLDatabases
    • RedisDatabases

Location

We're in the heart of the Financial district with easy access to public transportation and a short walk from South Station.
A Glimpse Into Klaviyo's Fast-Paced Culture: "We Like the Adventure. We Love the Thrill."
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An Insider's view of Klaviyo

What’s the vibe like in the office?

The simplest way I would describe the Klaviyo office is "energy". From the minute you start your day there's an excitement that everyone is working toward the common goal of helping businesses grow. It's a pretty amazing thing to be a part of and you can really feel it.

Jon

Director of Community Management

How do you collaborate with other teams in the company?

One of the great things about working at Klaviyo is that I get to work with amazing people from across the organization. While working in Finance isn’t intuitively a role that involves a lot of collaboration - Klaviyo’s finance team has regular interactions and team syncs with Sales Ops, Customer Support and the People Team!

Tai

Staff Accountant

What are Klaviyo Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
We have a diversity and Inclusion committee that sponsors monthly company-wide activities to educate and enrich our employees.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Klaviyo employees can contribute up to $2700 annually to their FSA.
Disability Insurance
Disability insurance that covers 60% of annual salary.
Dental Benefits
Our dental plan covers : 100% for preventative care., 80% for basic restorative, 50% for major restorative.
Vision Benefits
Our vision benefits plan covers 100% for annual eye exams with $150 for glasses and contact lenses.
Health Insurance Benefits
Life Insurance
Life insurance is equal to 1 times an employee's annual salary up to 300k.
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Klaviyo's 401k plan offers stocks, bonds and international index funds to choose from.
401(K) Matching
Company Equity
Klaviyo offers equity packages to full time employees.
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave.
Flexible Work Schedule
Klaviyo provides employees with a flexible work schedule that includes Core hours, Flexible start and end times.
Remote Work Program
Family Medical Leave
Company sponsored family events
Acme co. sponsors family oriented events Annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Klaviyo offers unlimited time off.
Paid Holidays
Paid Sick Days
Klaviyo offers unlimited time off.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Klaviyo offers Tax preferred transit and parking plans for employees.
Company Outings
Klaviyo Hosts bi-annual company parties and milestone celebrations when targets are reached ! ( usually once a year)
Game Room
Klaviyo offers ping-pong tables, and a number of different gaming consoles for employee use.
Stocked Kitchen
Klaviyo offers a WELL STOCKED FREE kitchen with snacks and drinks for all employees.
Some Meals Provided
Klaviyo often surprises employees with free breakfast or meals and Free lunch on Wednesdays for all!
Happy Hours
Happy hours are hosted Once per week on Fridays!
Parking
There is a parking garage in the building.
Fitness Subsidies
Klaviyo offers 3 months of subsidised gym membership.
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like Annual individual budget for training, Onsite training courses, The ability to attend job related conferences and seminars.
Tuition Reimbursement
Our tuition reimbursement plan offers an annual max of $3000 for continuing education.
Lunch and learns
Klaviyo hosts weekly Lunch and Learns.
Promote from within
Continuing Education stipend
We offer $3000 annualy for continuing education.
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