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 klaviyo.com/careers to see how we empower creators to own their own destiny.
About the Team and Role
At Klaviyo, we empower creators to own their growth. The Go-To-Market (GTM) Strategy and Operations team exists to proactively deliver intelligence, scalable operations, and enablement to efficiently maximize revenue and customer experience.
Within this organization, the GTM Transformation team accelerates our ability to deliver on Klaviyo’s ambitions. We transform ambiguous, high-stakes problems into clear decisions, sequenced execution, and lasting change across people, policy, process, and systems.
We are looking for a Senior Field Experience Lead to serve as the critical connector between our strategy and our reality. In this role, you will develop a deep, working understanding of how our GTM teams operate day-to-day: the tools they rely on, the workarounds they have built, and the gaps between how a process is designed and how it is actually lived. You help the organization separate systemic issues from one-off execution challenges, and make sure the right people are equipped to act on what you find.
How You’ll Make a Difference
- Support Rollout Readiness: Partner with Systems and Enablement during active rollouts to keep the field adoption loop tight. You help coordinate UAT, surface breakpoints quickly, and serve as the bridge between what the field is experiencing and what the build or enablement team needs to adjust. You stay close until the change is stable and ownership is handed off.
- Coordinate the GTM Change Roadmap: Maintain a shared view of transformation work in flight across GTM. You connect the dots across teams, flag sequencing conflicts and launch risks, and give leadership visibility into what is coming. This keeps the field from absorbing too much change at once and ensures every launch has a clear owner.
- Run the GTM Signal Engine: Stay close to frontline teams and serve as a reliable source of field feedback. You separate one-off execution errors from systemic breakpoints and route valid problems to the correct owner with clear evidence, impact, and problem framing.
- Detect Downstream Risk: Flag risks before changes go live. You ask who will be impacted, what handoffs are likely to break, and whether a problem is a training issue or a design issue, then make sure the right owners are in place before launch.
- Connect AI and Efficiency Opportunities to the Right Owners: Surface and help prioritize automation and efficiency opportunities from across GTM teams. You make sure good ideas find the right home so they move forward rather than stalling or landing on the field without proper support.
- Be the Ground Truth: Develop and maintain a working understanding of how GTM actually operates, including the tools people use, the workarounds they have built, and the gaps between process design and day-to-day reality. You use this to pressure-test designs, inform transformation work, and help Ops and Systems partners understand where risks are likely to surface.
Who You Are
- 8+ years of GTM experience, stemming from either an Operational or Systems background. You may be a former seller/CSM who moved into Ops, or a Systems expert who wants to solve workflow problems rather than just configure tickets. Regardless of your origin, you deeply understand the intersection of human behavior and technical architecture.
- Deeply Curious and Embedded: You are happiest when you are sitting with a rep or a CSM understanding their world. You do not rely on how a process is "supposed" to work. You want to know how it actually works.
- A Strategic Connector: You know how to navigate a complex org chart. You can effectively drive a problem to resolution with a Finance VP, a Systems Architect, or a Product Manager. You speak their respective languages to get things done.
- Technically Fluent: You have hands-on experience with the modern GTM stack (Salesforce, Clari, Gainsight, Snowflake, Gong, Pigment) and understand how data moves between these systems well enough to spot what breaks when something changes. You engage systems and data teams as a peer, not a passenger. You can distinguish between a technical limitation and a workflow opportunity, helping technical teams find "the third way" when a standard solution doesn't fit the field's needs.
- Direct and Practical: You have strong judgment and the confidence to say "this will break" early. You prioritize practical functionality over theoretical perfection.
AI-First: You’ve already experimented with AI in work or personal projects, and you’re excited to dive in and learn fast. You’re hungry to responsibly explore new AI tools and workflows, finding ways to make your work more efficient and impactful.
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Massachusetts Applicants:
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Our salary range reflects the cost of labor across various U.S. geographic markets. The range displayed below reflects the minimum and maximum target salaries for the position across all our US locations. The base salary offered for this position is determined by several factors, including the applicant’s job-related skills, relevant experience, education or training, and work location.
In addition to base salary, our total compensation package may include participation in the company’s annual cash bonus plan, variable compensation (OTE) for sales and customer success roles, equity, sign-on payments, and a comprehensive range of health, welfare, and wellbeing benefits based on eligibility.
Your recruiter can provide more details about the specific salary/OTE range for your preferred location during the hiring process.
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.
AI fluency at Klaviyo includes responsible use of AI (including privacy, security, bias awareness, and human-in-the-loop). We provide accommodations as needed.
By participating in Klaviyo’s interview process, you acknowledge that you have read, understood, and will adhere to our Guidelines for using AI in the Klaviyo interview Process. For more information about how we process your personal data, see our Job Applicant Privacy Notice.
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.
Top Skills
Klaviyo Boston, Massachusetts, USA Office
We're in the heart of the Financial district with easy access to public transportation and a short walk from South Station. We also have hubs in Denver, London and Sydney.
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