Customer Education 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 Customer Education Program Manager will lead the operations behind the Customer Education team. Specifically, they will drive the performance of live and on-demand learning content created for Klaviyo Academy, and help manage the technical systems that support them. The ideal candidate will be well-versed in defining performance metrics, measuring success, and is responsible for partnering on educational experiences that drive customer retention. The person in this role understands that the '‘why’’ is just as important as the “how”, and is confident in explaining and presenting new strategies and processes to a wide audience. They can identify opportunities for improvement and use data, research, and customer feedback to build winning strategies. They will report to the Manager of Learner Experience, and partner closely with other leaders on the Customer Education and Klaviyo Operations teams.

How You'll Make a Difference

• Assess customer sentiment for customer engaging with educational content, discovering trends to improve or capitalize on to improve customer outcomes.
• Proactively (and collaboratively) remove roadblocks getting in the way of others.
• Oversees the operations of Klaviyo’s LMS and feedback collection tools
• Derive key data-driven insights and share learnings with the Customer Education team to improve the experience for our customers.
• Be a peer leader on the team, that inspires others to do their best work.
• Work collaboratively to identify education opportunities and create solutions that support diverse and global learning audiences.
• Organize and present project retrospectives that evaluate the performance of learning resources using customer data and qualitative feedback.
• Be a key partner in the design planning and implementation of the new Academy site, working with stakeholders from the Web Design, Engineering, and Customer Ed teams

Who You Are

• 3+ years experience in program management role
• Responsible for measuring efficacy of team output related to customer success outcomes.
• Experience with Learning Management Systems, with Skilljar experience being a plus
• Self-motivated, eager to learn and thrive in a collaborative environment.
• Experience using Google Analytics for data collection and insights
• Experience in data analysis and measuring the effectiveness of programs to shape the way the team operates
• Passionate about creating a world class training experience with customer education programs.
• Experience working with systems that collect customer feedback like Typeform or Qualtrics
• A track record working creatively, problem-solving, and collaborating to create an exceptional customer experience.
• 5+ years experience in Customer Education, ideally in Marketing or Customer Success for a high growth SaaS company

Get to Know Klaviyo

We’re Klaviyo (pronounced clay-vee-oh). We empower creators to own their destiny by making first-party data accessible and actionable like never before. We see limitless potential for the technology we’re developing to nurture personalized experiences in ecommerce and beyond. To reach our goals, we need our own crew of remarkable creators—ambitious and collaborative teammates who stay focused on our north star: delighting our customers. If you’re ready to do the best work of your career, where you’ll be welcomed as your whole self from day one and supported with generous benefits, we hope you’ll join us.

Upon request, you can receive additional information about the compensation and benefits for this role. Requests can be submitted here. Additional information regarding benefits can be found at klaviyorewards.com.

Klaviyo is committed to a policy of equal opportunity and non-discrimination. We do not discriminate on the basis of race, ethnicity, citizenship, national origin, color, religion or religious creed, age, sex (including pregnancy), gender identity, sexual orientation, physical or mental disability, veteran or active military status, marital status, criminal record, genetics, retaliation, sexual harassment or any other characteristic protected by applicable law.

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