Principal Customer Experience Program Manager

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 Principal, Customer Experience Programs Manager leads cross-functional initiatives that shape how Klaviyo customers learn, adopt, and succeed through digital-first and self-serve experiences. This role combines strategic program leadership, execution excellence, and thought leadership to transform vision into scalable, measurable customer programs.

You will independently drive and execute key customer enablement initiatives — such as evolving our Power Up experience, improving the Klaviyo Community as a customer success channel, or building programmatic customer education and feature-launch frameworks to increase adoption of self-service resources and ultimately drive adoption and retention. Working across Customer Success and Support, Customer Education, Product, Marketing, Engineering, etc., you’ll design experience and programs that directly improve adoption, satisfaction, and efficiency for thousands of customers worldwide.

• 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.

• 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.

Klaviyo’s customers expect seamless, intuitive, and connected self-serve experiences. This role ensures we deliver on that promise — designing and executing customer programs that combine operational excellence with thought leadership.You’ll help shape how Klaviyo empowers customers to succeed independently while the business scales intelligently through data and innovation.