Sr. Program Manager, Scaled Success Strategy

<div class="content-intro"><p><em>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 <a class="_ymio1r31 _ypr0glyw _zcxs1o36 _mizu194a _1ah3dkaa _ra3xnqa1 _128mdkaa _1cvmnqa1 _4davt94y _4bfu18uv _1hms8stv _ajmmnqa1 _vchhusvi _kqswh2mm _ect4ttxp _syaz13af _1a3b18uv _4fpr8stv _5goinqa1 _f8pj13af _9oik18uv _1bnxglyw _jf4cnqa1 _30l313af _1nrm18uv _c2waglyw _1iohnqa1 _9h8h12zz _10531ra0 _1ien1ra0 _n0fx1ra0 _1vhv17z1" href="http://klaviyo.com/careers" data-renderer-mark="true">klaviyo.com/careers</a> to see how we empower creators to own their own destiny.</em></p></div><p>The <strong><em>Senior Program Manager, Scaled Success Strategy</em></strong> 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. </p> <p>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. </p> <p> </p> <p><strong>How You’ll Make a Difference:</strong></p> <p> </p> <ul> <li>Design and implement our 1:many programs (Group coaching calls, Cohort Learning Experiences and other programs that support multiple customers at the same time);</li> <li>Partner with the Community (Marketing) team to design and run Customer connect events, co-owning audience, themes and formats to be delivered.</li> <li>Partner with Customer Education team to align content and delivery of programs;</li> <li>Partner with Ops to design prioritization (audience) and a measurement framework to track impact (WDGLL for At Scale CSMs and PSMs) and drive implementation.</li> <li>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</li> <li>Partner with CSM Managers to align opportunity of 1:1 follow ups after group 1:many programs </li> <li>Conduct gap analysis to identify points in the journey where optimization is required </li> <li>Interpret At Scale customer feedback and customer data to inspire optimization in programs and processes </li> <li>Create business cases and financial impact assessments for change efforts</li> <li>Deliver business reviews to leadership on outcomes and opportunities</li> <li>Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up.</li> </ul> <p> </p> <p><strong>Who You Are:</strong></p> <p> </p> <ul> <li>Analytical problem solver that uses customer data to support decision making</li> <li>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</li> <li>A balanced background of strategy plus execution</li> <li>Strong group facilitation skills </li> <li>Ability to drive results through indirect and direct influence</li> <li>Expert in customer journey mapping and service blueprinting with experience in 1:many, scaled programs </li> <li>Creating business ca ... (truncated, view full listing at source)