Sr. Specialist, Customer Experience Strategy
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.
The Sr. Specialist, Customer Experience Strategy will identify and design digital intervention strategies for self-service customer accounts. The primary focus is to ensure that all customers, specifically those without 1:1 human support, are surrounded with the right digital touchpoints to support successful milestone achievement in their Klaviyo journey. This role will partner with Analytics, Product Management, Customer Success Managers, Onboarding Specialists, and Product Marketing to deeply understand customer sentiment and retention drivers in order to identify and articulate strategies to drive meaningful product adoption behaviors at scale. These customer behaviors should lead to ROI for the customer and retention and expansion outcomes for Klaviyo. This person will report to the Sr. Manager, Customer Experience Strategy.
How You Will Make a Difference:
- Interpret customer feedback and customer data to determine and prioritize strategic roadmap including implementation of new programs, optimization to existing programs or strategies.
- Design customer journeys using qualitative and quantitative data, including building and maintain customer journey maps, writing strategy briefs and documenting business requirements.
- Articulate business requirements, expected impact to customers and the business, and overall benefit of proposed digital strategies to cross-functional teams.
- Influence and activate cross-functional partner teams that own customer touchpoints throughout the journey to support strategy design and execution.
- Monitor and speak to performance for customer cohorts as measured by customer outcomes, milestone achievement and business outcomes.
- Conduct gap analysis to identify points in the journey where optimization is required to increase customer outcomes.
- Deliver business reviews to leadership on outcomes and opportunities.
Who You Are:
Must have skills:
- Analytical problem solver that uses customer data to support decision making
- A balanced background of strategy plus execution
- Ability to drive results through indirect and direct influence
- Knowledge of customer journey mapping and design
- Project management skills
- Comfortability working in a fast-paced and agile environment
Nice to have skills:
- Experience with Smaply, Gainsight PX / CS, Tableau, Monday.com
- Experience facilitating cross-functional workshops
Education / Experience:
- 5+ years CS at scale, digital customer success, customer experience management, customer success management, lifecycle marketing, or customer/product marketing
- Proven history of designing and launching digital / at-scale customer programs that drive measurable customer and business outcomes
- Experience working across large groups of cross-functional partners
- Experience scaling programs and services to large numbers of customers
- Experience with being accountable for customer engagement 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. 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.
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.
Average salary estimate
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Klaviyo is a global technology company committed to providing a marketing automation platform, used primarily for email marketing and SMS marketing by approximately 143,000 e-commerce merchants.
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