Principal of Customer Insights Strategy, Klaviyo
$112-168k
3+ days a week in office
The only CRM built for B2C
Posted today
$112-168k
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
- If you enjoy problem-solving, storytelling, and optimizing customer sentiment, we’d love to hear from you!
- Demonstrated success in using customer sentiment and behavioral data to drive strategic business outcomes
- Advanced skills in synthesizing qualitative and quantitative data into insights that influence decision-making
- Experience with survey platforms, customer data tools, and analytics systems (e.g., Tableau, Qualtrics, SQL, Salesforce)
- Highly skilled communicator with a proven ability to influence cross-functional stakeholders at all levels
- Deep understanding of customer lifecycle management, digital success motions, and customer engagement strategies
- Comfortable operating in a fast-paced, matrixed environment with strong problem-solving and prioritization skills
- A customer-first mentality with a deep understanding of customer needs, pain points, and behaviors
- 8+ years of experience in Customer Experience (CX), Customer Success Management, Voice of Customer, Research, UX, or CX analysis roles
Desirable
- Experience with 1:Many or Digital Customer Success programs or initiatives, specifically in-app guidance or messaging
- 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
What the job involves
- As Principal, Customer Insights Strategy, you will lead efforts in understanding and measuring customer listening at scale while aligning insights to key business priorities
- This highly cross-functional role will bridge the gap between business analytics, customer research and digital customer experience strategy
- In this role, you will partner closely with data, product, marketing, and customer-facing teams to design customer listening and sentiment capture programs to continuously monitor sentiment throughout the customer journey, and understand and synthesize customer sentiment and behavioral data into strategic insights to drive digital customer success strategies
- This role will play a key part in capturing the customer’s voice and enabling insight-driven decision making across the organization, leading to adoption, retention, and growth outcomes for Klaviyo’s customers
- You will work across Customer Success, Analytics, Operations, and Marketing to deliver a highly relevant, data-driven, and scalable customer listening strategy that is contextual to the customer journey, enhances customer satisfaction and drives product adoption
- This is an exciting opportunity for someone passionate about customer listening, increasing sentiment, customer journey design, and scaling customer success
- Design and manage scalable, digital, and AI-driven programs to assess customer sentiment across touchpoints and lifecycle stages, leveraging surveys, usage signals, support trends, and other data sources
- Translate patterns in customer sentiment, aligning with Klaviyo’s strategic goals, into clear, actionable recommendations for customer experience strategists to incorporate into digital journey design
- Lead the development of feedback loops that ensure we are continuously learning from customer behaviors and perceptions to evolve our digital strategies
- Identify gaps, inefficiencies, and high-impact opportunities in the digital customer journey and success motions
- Partner with data science and analytics teams to understand key drivers of customer retention and translate complex data and customer findings into compelling stories and strategic recommendations that drive alignment and action
- Define key metrics and frameworks for tracking sentiment, satisfaction, adoption, and engagement across the customer journey
- Lead efforts to continually refine measurement approaches, ensuring we are capturing meaningful signals that reflect evolving customer expectations
- Partner with data science and analytics teams to progress self-service and AI driven strategies to answer complex business questions around customer sentiment and condition
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
2 people
Meet Blake, Manager of New Hire Onboarding
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
Company
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: We prioritize our customers > customers’ customers > team > ourselves. We empathize deeply with our customers by walking in their shoes and solving their greatest pain points. We start with what’s best for the customer, not what’s best for us, and work backwards, delivering experiences our customers will talk about.
- Win together: We’re one team, we get to know each other, we’re okay with conflict and willing to disagree and commit. We are honest, direct, transparent, and respectful. We seek and incorporate diverse perspectives and assume good intent.
- We’re 1% done: We’re just getting started – our greatest products, work, and achievements are in front of us. We have a beginner’s mindset – we see the opportunities to build and improve and have the ambition to go after them. We benchmark against the best, aim to beat them, and celebrate when we do.
- Know the score: We’re clear about what success is for each project and how it ladders to our overall success. Results are what matter. Working hard is required, but it’s not success. We use data and past performance to motivate our future strategy.
- Be meticulous in your craft: We seek to do work so good that people rave about it. We are rigorous, thorough and prepared. We are or expect to be the experts everyone in the world turns to.
- Move fast, no shortcuts: Speed matters. We set ambitious deadlines, we like short cycles and being first to market. We don’t skip critical steps or requirements to make a date. We’re comfortable living in the grey and making judgment calls to decide what’s required and what’s not.
- Drivers wanted: No passengers — we’re proactive and engaged, and if we see something wrong it’s our responsibility to fix it or raise the issue to its owner. Have a vision and make sure it’s compelling. No job is beneath us. If it needs to get done, we’re happy to pick it up. We use and spend resources like they’re our own.
- Stay hungry, stay humble: We are insatiably curious learners; our slopes are very high. If we don’t know something, we’re world- class at figuring it out. We take calculated risks and sometimes make mistakes — we’re not perfect. When we fail, we learn from it and improve going forward. Feedback is a gift, even if it hurts sometimes. We don’t tolerate brilliant jerks.
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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