Manager, Customer Education (Training Team)

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.

As a Manager of Customer Education, you will lead a team within our Customer Education department and be responsible for interviewing, hiring, training, and coaching Education Specialists in a fast-paced and rapidly changing environment. You will work closely with the other Managers and the Senior Director of Customer Education & Community to help ensure your highly successful and high performing team is able to propel Klaviyo’s business goal to create a delightful, frictionless customer experience at scale. As part of our customer-focused, results-driven organization, you will also be responsible for creating educational experiences in a variety of mediums that drive increased customer retention and create Klaviyo advocates globally.

How You'll Make a Difference

• Proactively (and collaboratively) remove roadblocks getting in the way of others.
• Manage a team of 6-10 to direct reports
• Recruit, interview, hire, and train new team members.
• Support and advise team members in their day-to-day responsibilities, including driving customer outcomes through effective customer training content.
• Drive the global performance of our content and resources through a variety of mediums including on-demand content, e-learning modules, live trainings, webinars, short-form videos, in-person training, documentation etc.
• Responsible for growing the reach and impact of educational resources while maintaining high customer satisfaction
• Work collaboratively to identify operational improvements and create solutions that support diverse customer segments and global learning audiences.
• Create a cohesive experience across all education experiences including Klaviyo Academy, Partner Academy, Community forum, Help Center, and live training events to ensure a seamless learning experience focused on driving business outcomes for our customers.
• Be a leader in the company, with an excellent attitude that inspires others to do their best work.
• Partner with the curriculum development team on creating the strategy for cross-functional learning experiences to help our customers succeed using Klaviyo.
• Create results-oriented learning experiences that drive product adoption, feature usage, time-to-value, growth, and contribute to achieving Klaviyo’s net revenue retention targets.
• Oversee the creation of our training calendar in partnership with our curriculum development team leveraging a data-driven approach. Garners buy-in, and delegate projects and responsibilities within Klaviyo as necessary to achieve key objectives.
• Manage day-to-day operations, data analysis, goal setting, career development, performance management, and process improvement.
• Lead the team responsible for delivering both 1:many and 1:1 live trainings to our customers based on their service level with Klaviyo.
• Work as an advocate and evangelist for education internally to drive efficiency, adoption of resources, and are able to scale how we support customers and partners globally.
• Effectively manage team operations and utilization of the training team ensuring strong timezone and persona coverage.
• Assess customer sentiment for your team, discovering trends to improve or capitalize on to improve customer outcomes.
• Serve as a coach and a leader, helping to develop the skills of your individual contributors so they are able to achieve their career goals.

Who You Are

• Self-motivated, eager to learn and thrive in a collaborative environment.
• Responsible for measuring efficacy of team output related to customer success outcomes.
• Experience in marketing or advising customers on marketing strategy. SaaS MarTech experience is a plus.
• Experience using UX and design to solve for the customer experience.
• Experience developing and maintaining an information architecture.
• 3+ years managing at least 4 team members or team leads, ideally in Customer Education, Professional Services, or Marketing for a high growth SaaS company
• A track record working creatively, problem-solving, and collaborating with Support, Product, and Marketing to create an exceptional customer experience.
• Experience in instructional design principles and creating content that is both engaging and effective.
• Passionate about creating world class training content and experience building customer education programs.

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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