Principal, Customer Insights Strategy

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 Principal, Customer Insights Strategy, you will lead efforts in understanding and measuring customer listening at scale while aligning insights to key business priorities. This highly cross-functional role will bridge the gap between business analytics, customer research and digital customer experience strategy.

In this role, you will partner closely with data, product, marketing, and customer-facing teams to design customer listening and sentiment capture programs to continuously monitor sentiment throughout the customer journey, and understand and synthesize customer sentiment and behavioral data into strategic insights to drive digital customer success strategies. This role will play a key part in capturing the customer’s voice and enabling insight-driven decision making across the organization, leading to adoption, retention, and growth outcomes for Klaviyo’s customers. 

You will work across Customer Success, Analytics, Operations, and Marketing to deliver a highly relevant, data-driven, and scalable customer listening strategy that is contextual to the customer journey, enhances customer satisfaction and drives product adoption.

This is an exciting opportunity for someone passionate about customer listening, increasing sentiment, customer journey design, and scaling customer success. If you enjoy problem-solving, storytelling, and optimizing customer sentiment, we’d love to hear from you!

How You Will Make a Difference:

• Design and manage scalable, digital, and AI-driven programs to assess customer sentiment across touchpoints and lifecycle stages, leveraging surveys, usage signals, support trends, and other data sources.
• Translate patterns in customer sentiment, aligning with Klaviyo’s strategic goals, into clear, actionable recommendations for customer experience strategists to incorporate into digital journey design.
• Lead the development of feedback loops that ensure we are continuously learning from customer behaviors and perceptions to evolve our digital strategies.
• Identify gaps, inefficiencies, and high-impact opportunities in the digital customer journey and success motions.
• Partner with data science and analytics teams to understand key drivers of customer retention and translate complex data and customer findings into compelling stories and strategic recommendations that drive alignment and action.
• Define key metrics and frameworks for tracking sentiment, satisfaction, adoption, and engagement across the customer journey.
• Lead efforts to continually refine measurement approaches, ensuring we are capturing meaningful signals that reflect evolving customer expectations.
• Partner with data science and analytics teams to progress self-service and AI driven strategies to answer complex business questions around customer sentiment and condition. 

Who You Are:

Must-Have Skills

• Demonstrated success in using customer sentiment and behavioral data to drive strategic business outcomes.
• Advanced skills in synthesizing qualitative and quantitative data into insights that influence decision-making.
• Experience with survey platforms, customer data tools, and analytics systems (e.g., Tableau, Qualtrics, SQL, Salesforce).
• Highly skilled communicator with a proven ability to influence cross-functional stakeholders at all levels.
• Deep understanding of customer lifecycle management, digital success motions, and customer engagement strategies.
• Comfortable operating in a fast-paced, matrixed environment with strong problem-solving and prioritization skills.
• A customer-first mentality with a deep understanding of customer needs, pain points, and behaviors.

Nice-to-Have Skills

• Experience with 1:Many or Digital Customer Success programs or initiatives, specifically in-a