Principal Customer Experience Program Manager

Who you are

You have extensive experience in program management, particularly in customer experience, with 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 have a strategic mindset that allows you to transform vision into scalable, measurable customer programs. Your leadership style fosters collaboration across various teams, including Customer Success, Product, and Marketing, ensuring that customer needs are at the forefront of all initiatives.

You possess strong analytical skills and are comfortable using data to inform decisions and measure the success of customer programs. You are adept at identifying opportunities for improvement and have a knack for designing experiences that directly enhance customer satisfaction and efficiency. Your ability to communicate effectively with diverse stakeholders enables you to drive initiatives that resonate with both customers and internal teams.

You are passionate about empowering customers and have a deep understanding of customer enablement strategies. You thrive in environments where you can independently drive and execute key initiatives, and you are committed to continuously evolving customer experiences to meet changing needs. You appreciate the unique backgrounds and perspectives of your colleagues and believe in fostering an inclusive workplace.

Desirable

Experience in a SaaS environment or with digital products is a plus, as is familiarity with customer success metrics and frameworks. You may have a background in customer education or community management, which would further enhance your ability to lead initiatives that improve customer engagement and retention.

What you'll do

In this role, you will lead the planning and delivery of customer experience programs that are digital-first and self-serve. You will work closely with cross-functional teams to design and implement initiatives that improve customer adoption and satisfaction. Your responsibilities will include evolving the Power Up experience, enhancing the Klaviyo Community as a customer success channel, and building frameworks for customer education and feature launches.

You will be responsible for driving key customer enablement initiatives that increase the adoption of self-service resources. This will involve collaborating with teams across the organization to ensure that customer feedback is integrated into program design and execution. You will also measure the effectiveness of these initiatives, using data to inform future improvements and adjustments.

Your role will require you to stay informed about industry trends and best practices in customer experience, allowing you to bring innovative ideas to the table. You will be expected to communicate progress and results to stakeholders, ensuring alignment and support for your initiatives.

What we offer

Klaviyo offers a supportive and inclusive work environment where you can thrive and make a meaningful impact. You will have the opportunity to work with a talented team that values collaboration and innovation. We encourage you to apply even if your experience doesn't match every requirement, as we believe diverse perspectives lead to better outcomes. Join us in empowering creators to own their own destiny and help shape the future of customer experience at Klaviyo.