Klaviyo · 4 days ago
Principal Customer Experience Program Manager
United States
Full-time
Remote
Senior Level, Lead/Staff
$108K/yr - $162K/yr
7+ years expKlaviyo is a company that empowers creators to own their destiny through accessible and actionable first-party data. The Principal Customer Experience Program Manager will lead cross-functional initiatives to enhance customer learning and success through digital-first experiences, managing key programs to improve adoption and retention for Klaviyo's customers worldwide.
AdvertisingAnalyticsE-CommerceMarketing AutomationSoftware
Responsibilities
Lead the planning and delivery of digital-first and self-serve programs from concept through impact measurement
Own end-to-end execution for major CX initiatives in partnership with department leaders to drive customer education adoption, community engagement, and in-app enablement engagement
Translate strategy into actionable plans with clear milestones and success metrics
Manage multiple initiatives simultaneously with minimal oversight
Define and drive the strategy for how customers engage with Klaviyo’s learning and self-service resources across multiple domains — ensuring alignment between Customer Academy, Help Center, Community, and in-app guidance experiences to deliver a cohesive, intuitive, and connected customer experience
Partner cross-functionally to ensure visibility and integration of educational content after publication — serving as a thought partner on how resources are surfaced, prioritized, and promoted across lifecycle programs, in-product experiences, and ad hoc campaigns
Define the strategy and focus areas for customer and market research, partnering with CX Strategy, Product Design and Research teams to uncover insights that guide experience / program priorities and design
Partner cross-functionally to design and deliver customer-facing thought leadership content that helps Klaviyo users navigate changes in technology, industry, and compliance landscapes
Identify emerging trends in AI, automation, and learning behaviors to inform experience / program direction
Represent CX Programs in cross-functional forums, sharing best practices and lessons learned
Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up
Build strong partnerships across Product, CSS teams, Marketing, and other teams to align on objectives and execution
Influence decision-making through storytelling, data, and customer insight
Create a feedback loop with the Customer Education team to prioritize content and education needs to support CX programs and feature releases within content sprint planning
Ensure clarity, alignment, and accountability across cross-functional partners
Define program KPIs linked to adoption, engagement, satisfaction, and self-serve utilization
Report results and insights regularly, highlighting business impact and next-phase recommendations
Qualification
Required
7+ years of experience in Program or Project Management within CX, Customer Success, or SaaS
Proven ability to manage large, cross-functional initiatives independently from planning to execution
Strategic problem solver who connects customer needs to business goals
Excellent communication and storytelling skills; able to simplify complexity for varied audiences
Data-driven problem solver who thrives in ambiguity
Deep curiosity about self-serve enablement, AI-driven learning, and emerging customer behaviors
Ability to quickly develop deep understanding of new tools, systems, and software, building technical fluency in Klaviyo's products and broader tech stack to inform program design and execution
Confident influencer and collaborator who drives progress without formal authority
You've already experimented with AI in work or personal projects, and you're excited to dive in and learn fast. You're hungry to responsibly explore new AI tools and workflows, finding ways to make your work smarter and more efficient
Benefits
Participation in the company’s annual cash bonus plan
Variable compensation (OTE) for sales and customer success roles
Equity
Sign-on payments
A comprehensive range of health, welfare, and wellbeing benefits based on eligibility
Company
Klaviyo
Klaviyo is an automation and email platform designed to help grow businesses.
1001-5000 employees
H1B Sponsorship
Klaviyo has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (47)
2024 (29)
2023 (24)
2022 (27)
2021 (21)
2020 (8)
Funding
Current Stage
Public CompanyTotal Funding
$1.35BKey Investors
ShopifySands Capital VenturesAccel
2025-08-13Post Ipo Secondary· $195.06M
2025-05-14Post Ipo Secondary· $372.95M
2023-09-20IPO
Leadership Team
Andrew Bialecki
CEO
Ed Hallen
Co-Founder, Chief Strategy Officer, Board Member
Recent News
Investing.com
2026-01-03
2025-12-17
2025-12-16
Company data provided by crunchbase