Sr. Program Manager, Scaled Success Strategy

Klaviyo•Boston, MA

About The Position

The Senior Program Manager, Scaled Success Strategy will oversee our 1:many success experience, responsible for the design, coordination and execution of At Scale 1:many programs and motions. The primary focus is to ensure that all applicable customers are surrounded with the right 1:many touchpoints to support successful milestone achievement in each journey stage - retention, growth and product adoption as guidelines. This person will partner cross-functionally with At Scale Managers, Customer Success Managers, Customer Experience, Customer Education, Lifecycle Marketing, Community, Product Marketing, Product Management, Design, Operations, and Analytics to build and optimize At Scale motions across channels and touchpoints. This role will drive motions that lead to ROI, retention and expansion for Klaviyo Customers below a certain threshold. How You’ll Make a Difference: Design and implement our 1:many programs (Group coaching calls, Cohort Learning Experiences and other programs that support multiple customers at the same time); Partner with the Community (Marketing) team to design and run Customer connect events, co-owning audience, themes and formats to be delivered. Partner with Customer Education team to align content and delivery of programs; Partner with Ops to design prioritization (audience) and a measurement framework to track impact (WDGLL for At Scale CSMs and PSMs) and drive implementation. Partner with CX to define, evolve and maintain digital first human supported touch points as part of the customer journey for each stage of the assigned journey Partner with CSM Managers to align opportunity of 1:1 follow ups after group 1:many programs Conduct gap analysis to identify points in the journey where optimization is required Interpret At Scale customer feedback and customer data to inspire optimization in programs and processes Create business cases and financial impact assessments for change efforts Deliver business reviews to leadership on outcomes and opportunities Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up.

Requirements

Analytical problem solver that uses customer data to support decision making
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
A balanced background of strategy plus execution
Strong group facilitation skills
Ability to drive results through indirect and direct influence
Expert in customer journey mapping and service blueprinting with experience in 1:many, scaled programs
Creating business cases and financial impact assessments for change efforts
Strong project management skills
4+ years Customer Success, Community, Customer Education, Program Management, or Customer Marketing
Proven history of designing and launching customer programs that drive measurable customer and business outcomes
Experience scaling programs and services to large numbers of customers
Specific experience driving adoption & retention in a B2B SaaS/tech environment
A history of leading cross-functional teams in driving to ambitious outcomes
Experience mapping and managing customer journeys
Experience with being accountable for customer adoption & retention metrics

Responsibilities

Design and implement our 1:many programs (Group coaching calls, Cohort Learning Experiences and other programs that support multiple customers at the same time)
Partner with the Community (Marketing) team to design and run Customer connect events, co-owning audience, themes and formats to be delivered.
Partner with Customer Education team to align content and delivery of programs
Partner with Ops to design prioritization (audience) and a measurement framework to track impact (WDGLL for At Scale CSMs and PSMs) and drive implementation.
Partner with CX to define, evolve and maintain digital first human supported touch points as part of the customer journey for each stage of the assigned journey
Partner with CSM Managers to align opportunity of 1:1 follow ups after group 1:many programs
Conduct gap analysis to identify points in the journey where optimization is required
Interpret At Scale customer feedback and customer data to inspire optimization in programs and processes
Create business cases and financial impact assessments for change efforts
Deliver business reviews to leadership on outcomes and opportunities
Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up.