Principal At-Scale Journey Manager, Klaviyo

• 5-8 years CS at scale, digital customer success, customer experience management, customer programs 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

• The Principal, At Scale Journey Manager will oversee the customer outcomes and self-service success experience for one or more stages of the post-sale customer journey. The primary focus is to ensure that all customers, regardless of size, are surrounded with the right digital and human touchpoints to support successful milestone achievement in each journey stage
• This person will partner cross-functionally with Customer Success Managers, Onboarding Specialists, Voice of Customer, Lifecycle Marketing, Product Marketing, Product Management, Design, Operations, and Analytics to build and optimize an orchestrated experience across channels and touchpoints
• The Principal, At-Scale Journey Manager will drive customers in various segments and personas to meaningful behaviors, at scale, that lead to ROI for this customer and retention and expansion outcomes for Klaviyo. This person will report to the Sr. Director, Customer Success At Scale
• Act as custodian of the entire assigned post-sale journey stage and its performance as measured by customer outcomes and milestone achievement
• Increase the self-service capabilities with assigned journey stage
• Create a measurement framework and scorecard and manage business and customer outcomes for assigned stage
• Build, evolve, and maintain customer journey maps for each stage of the assigned journey
• Conduct gap analysis to identify points in the journey where optimization is required
• Interpret customer feedback and customer data to inspire optimization roadmaps
• Influence and activate cross-functional partner teams that own customer touchpoints throughout the journey to drive more seamless orchestration
• Create business cases and financial impact assessments for change efforts
• Define requirements for in product adoption experiences
• Project manage cross-functional stakeholders involved in journey optimization efforts
• Deliver business reviews to leadership on outcomes and opportunities

• Private health care cover
• All full time employees receive equity
• Commuting allowance for when you do travel to the office,
• A very generous education allowance every year for you to spend on learning and development.
• Participation in Klaviyo ESPP
• Personal lifestyle allowance
• Flexible holiday scheme

Klaviyo is a marketing firm helping growth-focused eCommerce brands drive more sales with super-targeted, highly relevant email, Facebook and Instagram marketing campaigns. From personalised newsletters to automated emails when customers abandon their shopping carts, the marketing automation platform makes it easy for businesses to capture, store, analyze, and predictively use their own data to drive measurable, high-value outcomes.