Principal Customer Experience Program Manager

Who you are

You have extensive experience in program management, particularly in customer experience, and have a proven track record of leading cross-functional initiatives that enhance customer learning and success. You understand the importance of digital-first and self-serve experiences and are adept at transforming vision into scalable, measurable customer programs. Your strategic mindset allows you to independently drive and execute key customer enablement initiatives, ensuring that customers can effectively adopt and utilize resources.

You possess strong leadership skills and are comfortable collaborating with various teams, including Customer Success, Customer Education, Product, Marketing, and Engineering. Your ability to design experiences and programs that improve customer satisfaction and efficiency is a key strength. You are passionate about creating impactful customer programs that drive adoption and retention, and you thrive in environments where you can influence change and improve processes.

Desirable

Experience in a technology-driven environment is a plus, as is familiarity with customer success channels and community engagement. You are open to learning and adapting to new challenges, and you appreciate diverse perspectives in the workplace. Your ability to communicate effectively across teams and with customers is essential for success in this role.

What you'll do

In this role, you will lead the planning and delivery of customer experience programs that focus on digital-first and self-serve initiatives. You will work closely with cross-functional teams to evolve the Power Up experience and enhance the Klaviyo Community as a customer success channel. Your responsibilities will include designing programmatic customer education frameworks and feature-launch strategies that increase the adoption of self-service resources.

You will be responsible for measuring the success of these initiatives and making data-driven decisions to continuously improve customer experiences. Your leadership will guide teams in executing customer enablement initiatives that directly impact customer satisfaction and retention. You will also play a crucial role in fostering collaboration among various departments to ensure alignment and effectiveness in achieving customer success goals.

What we offer

Klaviyo offers a supportive and inclusive work environment where diverse backgrounds and experiences are valued. You will have the opportunity to work with a talented team dedicated to empowering creators and enhancing customer experiences. We encourage you to apply even if your experience doesn't match every requirement, as we believe in the potential of every individual to contribute to our mission.