Senior Customer Experience Specialist, Klaviyo
Digital Success Programs
$84-126k
3+ days a week in office
The only CRM built for B2C
Open for applications
The only CRM built for B2C
1001+ employees
Open for applications
$84-126k
3+ days a week in office
1001+ employees
Company mission
Klaviyo is the only CRM built for B2C brands. Powered by its built-in data platform and AI insights, Klaviyo combines marketing automation, analytics, and customer service into one unified solution, making it easy for businesses to know their customers and grow faster.
Role
Who you are
- Flexibility, creative problem-solving, and the ability to collaborate with different levels of management and diverse personality styles are essential
- Artistic ability and creativity are key, as is the ability to bring out the best in people to ensure the success of the team, our business, and our customers
- This is an exciting opportunity for someone passionate about customer engagement, digital experience design, and leveraging technology to scale customer success
- If you enjoy problem-solving, storytelling, and optimizing customer journeys using data and automation, we’d love to hear from you!
- 3-5+ years of experience in Customer Experience (CX), Customer Success, Digital Engagement, Product Marketing, or a related field
- Hands-on experience with in-app engagement tools (e.g., Gainsight PX, Pendo, WalkMe, Chameleon, Appcues)
- Experience designing and executing 1:Many customer engagement programs, including community-driven initiatives, webinars, and group coaching
- Strong content creation and UX writing skills, with the ability to craft engaging, concise, and action-driven messages
- Data-driven mindset, with experience analyzing customer behavior and engagement metrics to inform decisions
- Strong project management and stakeholder collaboration skills, with experience working cross-functionally in fast-paced environments
- Familiarity with customer journey mapping, digital adoption frameworks, and CX best practices
- A customer-first mentality with a deep understanding of customer needs, pain points, and behaviors
- Experience with automation, segmentation, and A/B testing for customer engagement initiatives
- Knowledge of customer analytics tools (e.g., Google Analytics, Mixpanel, Amplitude) to track in-app behavior
- Familiarity with customer support tools, CRM platforms, and product analytics tools (e.g., Salesforce, Zendesk, Gainsight, HubSpot)
- Understanding of basic HTML/CSS or UI/UX principles to collaborate effectively with design and engineering teams
- 3-5 years of experience working in a customer services organization focusing on business systems product management (e.g., Salesforce.com)
- 5+ years of program/project management
- Experience with community management, self-service enablement, online support, web management, and/or customer engagement programs
What the job involves
- As Sr. Customer Experience Specialist - Digital Success Programs, you will report to and partner with the Sr. Manager of Customer Experience to drive highly visible initiatives for the company and contribute to building the Klaviyo’s Customer Services Organization
- You will work closely with the leadership team to shape the vision for our digital customer experience
- Your role will involve designing, executing, and optimizing scalable customer engagement programs that drive adoption, retention, and growth
- In this role, you will lead the design, execution, and optimization of in-app guidance programs and 1:Many digital success programs that help customers adopt, engage, and succeed with our product
- You will help develop a deeper understanding of our customers and work cross-functionally to build experiences that drive higher customer satisfaction, new business growth, and expansion
- This role will work across Customer Services (Customer Success Management, Renewals, Support, and Enablement), Product Management, Marketing, GTM Operations, and IT to deliver highly relevant, data-driven, and scalable engagement programs that enhance customer satisfaction and drive product adoption
- Develop and manage in-app proactive guidance programs (e.g., onboarding flows, feature announcements, adoption nudges, and best practice tips)
- Own the end-to-end process: from content creation and targeting strategy to execution and performance analysis
- Collaborate with Product, Marketing, and Customer Success to align messaging, tone, and customer needs across multiple touchpoints
- Use in-app engagement platforms to create personalized, automated guidance experiences for customers
- Design data-driven, customer-centric in-app experiences tailored to different user segments and lifecycle stages
- Partner with analytics teams to track customer behavior, feature adoption, and engagement patterns to inform program optimizations
- Continuously test and refine messaging, timing, and targeting based on customer feedback and usage data
- Design and execute cohorted customer experiences that integrate community groups, webinars, and group coaching sessions to drive adoption and engagement
- Create scalable, high-impact digital success programs that foster customer success at scale
- Develop engagement strategies that align with customer needs and business goals
- Work closely with Customer Success, Marketing, and Product to ensure that programs provide real value to customers and contribute to company objectives
- Work closely with Product, Engineering, Customer Success, Support, and Marketing to ensure in-app guidance aligns with broader company initiatives
- Advocate for customers by ensuring that guidance is helpful, contextual, and enhances user experience rather than disrupting workflows
- Gather feedback from internal teams and customers to improve the effectiveness of proactive in-app support
- Define success metrics and KPIs for in-app guidance programs, such as feature adoption rates, engagement scores, and customer satisfaction
- Monitor and analyze performance data to identify trends and opportunities for improvement
- Present findings and insights to stakeholders, making data-backed recommendations for enhancements
Our take
Klaviyo is a marketing firm helping growth-focused eCommerce brands drive more sales with super-targeted, highly relevant email, Facebook and Instagram marketing campaigns. From personalised newsletters to automated emails when customers abandon their shopping carts, the marketing automation platform makes it easy for businesses to capture, store, analyze, and predictively use their own data to drive measurable, high-value outcomes.
Klaviyo's CEO, Bialecki, believes that the main problem with e-mail marketing today is that there is a divide between two kinds of tools: analytics tools that help you understand what people are doing on a website, such as what products they are considering, and messaging tools that send them a marketing e-mail. Operating primarily within the retail and eCommerce industry, Klaviyo aims to solve this by offering a tool that brings together analytics and messaging. This allows companies to bring all of their first-party data into a single platform to get a deep understanding of their customers and then activate that data to deliver highly-targeted, personalised communications through email and SMS. In the process, Klaviyo's customers get a deep understanding of their consumers.
Klaviyo is a fast-growing company mainly due to its business model - the firm offers a concrete ROI for Klaviyo’s clients if the software persuades customers to make purchases by treating different types of customers differently. An IPO in 2023 has led to Klaviyo's release of Klaviyo AI, which empowers businesses to unlock revenue-driving opportunities and deliver exceptional customer experiences across channels. Still in its early days of public listing, it will be interesting to see how Klaviyo fares in the years to come.
Freddie
Company Specialist at Welcome to the Jungle
Meet the team
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Our mission
Base Camp provides a best in class onboarding program, fueled by 'just in time' learning throughout a new hires' first 100 days.Insights
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Employee endorsements
Opportunities to learn
"Not only we have a good stipend to spend on learning but we also have development days every quarter, where we can switch off and focus on the areas..."
Company benefits
- Private health care cover
- All full time employees receive equity
- Commuting allowance for when you do travel to the office,
- A very generous education allowance every year for you to spend on learning and development.
- Participation in Klaviyo ESPP
- Personal lifestyle allowance
- Flexible holiday scheme
Company values
- Put customers first.
- Win together.
- We’re 1% done.
- Know the score.
- Be meticulous in your craft.
- Move fast, no shortcuts.
- Drivers wanted.
- Stay hungry, stay humble.
Company HQ
Financial District, Boston, MA
Articles
Leadership
Andrew Bialecki
(CEO)Previously CTO at RockTech, Senior Engineer at Performable, Lead Engineer at Applied Predictive Technologies and an SDET Intern at Microsoft
Ed Hallen
(Chief Product Officer)Currently an Advisor at Team Engine. Previously worked in Enterprise Business Development at Google, Summer Associate at Accel-KKR and Principal at Applied Predictive Technologies.
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