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.

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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 rolewill 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 se 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.

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,
• 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

We use Covey as part of our hiring and / or promotional process. For jobs or candidates in NYC, certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on April 3, 2025.

Please see the independent bias audit report covering our use of Covey here

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…