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.
The Senior Program Manager, Scaled Success Strategy will oversee our 1:many success experience, responsible for the design, coordination and execution of At Scale 1:many programs and motions. The primary focus is to ensure that all applicable customers are surrounded with the right 1:many touchpoints to support successful milestone achievement in each journey stage - retention, growth and product adoption as guidelines.
This person will partner cross-functionally with At Scale Managers, Customer Success Managers, Customer Experience, Customer Education, Lifecycle Marketing, Community, Product Marketing, Product Management, Design, Operations, and Analytics to build and optimize At Scale motions across channels and touchpoints. This role will drive motions that lead to ROI, retention and expansion for Klaviyo Customers below a certain threshold.
How You’ll Make a Difference:
- Design and implement our 1:many programs (Group coaching calls, Cohort Learning Experiences and other programs that support multiple customers at the same time);
- Partner with the Community (Marketing) team to design and run Customer connect events, co-owning audience, themes and formats to be delivered.
- Partner with Customer Education team to align content and delivery of programs;
- Partner with Ops to design prioritization (audience) and a measurement framework to track impact (WDGLL for At Scale CSMs and PSMs) and drive implementation.
- Partner with CX to define, evolve and maintain digital first human supported touch points as part of the customer journey for each stage of the assigned journey
- Partner with CSM Managers to align opportunity of 1:1 follow ups after group 1:many programs
- Conduct gap analysis to identify points in the journey where optimization is required
- Interpret At Scale customer feedback and customer data to inspire optimization in programs and processes
- Create business cases and financial impact assessments for change efforts
- Deliver business reviews to leadership on outcomes and opportunities
- Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up.
Who You Are:
- Analytical problem solver that uses customer data to support decision making
- 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 smarter and more efficient
- A balanced background of strategy plus execution
- Strong group facilitation skills
- Ability to drive results through indirect and direct influence
- Expert in customer journey mapping and service blueprinting with experience in 1:many, scaled programs
- Creating business cases and financial impact assessments for change efforts
- Strong project management skills
Education and Experience:
- 4+ years Customer Success, Community, Customer Education, Program Management, or Customer Marketing
- Proven history of designing and launching customer programs that drive measurable customer and business outcomes
- Experience scaling programs and services to large numbers of customers
- Specific experience driving adoption & retention in a B2B SaaS/tech environment
- A history of leading cross-functional teams in driving to ambitious outcomes
- Experience mapping and managing customer journeys
- Experience with being accountable for customer adoption & retention metrics
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.
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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