CS&S Strategic 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 Success and Support (CS&S) teams are key to driving the success of our customers through accelerating product use, value realization and helping them better achieve their business outcomes. The Strategic Program Manager is a part of the CS&S team and supports the global field teams and our customers by driving cross-functional programs and solutions to improve operational effectiveness. This individual works closely with senior leaders and cross-functional teams to drive the execution of essential projects that enhance the efficiency and effectiveness of our customer success initiatives, focusing on scaling processes, improving metrics, and enabling our teams to deliver exceptional customer experiences. This position is an individual contributor role reporting to the Sr. Director of Strategy and Programs.

Success in this role is all about scaling with an eye towards process efficiency, building strong cross-functional partnerships, and driving impactful results. If you are passionate about problem solving, thrive in fast-paced environments, and excel at cross-functional collaboration, we’d love to hear from you.

How you'll make a difference:

• Program Management:
  Drive end-to-end program execution for key CS&S initiatives, including the ability to see the larger picture, conduct regular reviews to clear blockers, escalate key decisions, and provide recommendations and solutions. Develop and maintain project plans, timelines, and status updates.
  
  
• Cross-functional Collaboration:
  Act as the central point of contact for CS&S initiatives across product, marketing, sales, enablement, and operations to drive cross-functional alignment, accountability and collaboration across all stakeholders. Help our stakeholders to see the “bigger picture” and highlight x-org dependencies.
  
  
• Change Management
  Lead change management efforts to ensure awareness and effective adoption of new tools, processes, and strategies supporting these initiatives.
  
  
• Communication & Reporting:
  Communicate program status, key milestones, risks, and mitigation plans to stakeholders and leadership on a regular cadence. Provide post-launch analysis and feedback loops.

Who you are:

• Effective verbal and written communication ability and comfort with discussions with senior audiences and executives
• Ability to work across the entire company, from executive staff to individual contributors in GTM, engineering, and G&A – to drive rapid, cross-functional projects and deliverables. Strong ability to build relationships and lead through influence. 
• Has a strong bias-for-action and execution mindset needed to deliver business objectives through CS&S Programs.
• Experience managing multiple end-to-end projects and large-scale transformations simultaneously (i.e., from strategy to implementation) in a high ambiguity, high flexibility environment.
• 5+ years relevant experience, ideally in tech business analyst/business operations functions or GTM Program Managemen

We use Covey as part of our hiring and / or promotional process. For jobs or candidates in NYC, certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on April 3, 2025.

Please see the independent bias audit report covering our use of Covey here

Massachusetts Applicants:
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Our salary range reflects the cost of labor across various U.S. geographic markets. The range displayed below reflects the minimum and maximum target salaries for the position across all our US locations. The base salary offered for this