Specialist, Customer Experience Programs

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.
Summary:
The specialist level Program Manager will own, develop, and execute all CXM owned paying customer email programs. This role ensures email coordination, alignment with customer success objectives, and effective delivery to enhance customer experience. They will orchestrate the end-to-end email campaign process, from content review and stakeholder approvals to deployment and performance analysis, working cross-functionally with Product, Marketing, Customer Success, and Support teams. This manager will ensure all communications are on-brand, compliant, and optimized for engagement, driving improved customer outcomes and retention, while maintaining consistent, impactful customer touchpoints across email and other channels.
This role will also manage various flexible projects as needed.This multifaceted role extends beyond its primary responsibilities to encompass the management of diverse projects. These projects, often varying in scope and nature, will be assigned on an ad-hoc basis, requiring a proactive and adaptable approach to ensure their successful execution. The individual in this position will be expected to seamlessly integrate these additional duties into their existing workload, demonstrating strong organizational skills and the ability to prioritize effectively.
What You'll Do:

• Manage Customer Email Programs:
• Develop and execute customer-facing email programs, applying communication best practices and optimization techniques to increase engagement.
• Drive customers to the most relevant training, learning, and enablement resources for their particular situation, in the most appropriate communication channel.
• Maintain a master inventory of all CS&S customer-facing communication assets.
• Partner with Lifecycle to report out results of CS&S comms engagement and outcomes on a regular basis; host regular comms review sessions with the team.
• Ensure updates of live communication assets when elements change.
• Maintain a research library of insights on how our customers like to communicate with us and digest information, applying those insights to communication assets and programs.
• Ensure continuity of content/copy from in-product to outside-product experiences in partnership with Journey Managers, Product Management, and Product Design.
• Identify communications that need to be retired or overhauled.
• Obtain and record proper approvals (e.g., legal, CS&S leadership) prior to launches of customer communications.

• Flexible Project Management:
• Lead or support a variety of cross-functional CX projects from initiation to completion
• Develop and manage project plans and timelines.
• Facilitate effective communication and collaboration among project stakeholders.
• Identify and mitigate potential risks and roadblocks, escalating issues as needed.
• Track project progress, provide regular updates, and ensure projects are delivered on time and within scope.

What You'll Bring:

• Experience:
• 1-3+ years of experience in program management, project management, or a similar role, with a strong focus on customer-facing communications or marketing operations.
• Proven experience managing email marketing campaigns from strategy to execution, preferably within a B2B or B2C SaaS environment.
• Demonstrated ability to manage multiple projects simultaneously in a fast-paced environment.
• Skills:
• Excellent written and verbal communication skills with a keen eye for detail and strong editorial judgment.
• Proficiency with email marketing platforms/ESPs (e.g., Hubspot, Klaviyo, Braze, Mailchimp, etc.).
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Exceptional organizational and time management skills.
• Ability to build strong relationships and influence stakeholders at all levels.
• Proficiency with project management tools (e.g., Asana, Jira, Trello, Monday.com, Smartsheet). [Specify if you have preferred tools]
• A proactive, problem-solving mindset with a commitment to continuous improvement.
• Education:
• Bachelor's degree in Marketing, Business Administration, Communications, or a related field, or equivalent practical experience.

Bonus Points If You Have:

• Experience with A/B testing methodologies and optimization for email campaigns.
• Familiarity with customer lifecycle marketing concepts.
• Experience in a startup or growth-stage company.
• Project Management Professional (PMP) or other relevant certifications.

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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. Please visit Klaviyo Rewards to find out more about our Total Rewards package.
Your recruiter can provide more details about the specific salary/OTE range for your preferred location during the hiring process.
Base Pay Range For US Locations:
$68,000 - $102,000 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.
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