Principal Customer Education Specialist

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.

Principal Customer Education Specialists are responsible for planning and executing content operations and strategy to help Klaviyo customers grow their businesses. 

You’ll manage the content strategy of Klaviyo Academy site, analyze customer data, ensure that the team is on track in meeting their content goals and deadlines, and create strategic content across a variety of different formats. You’ll collaborate closely with fellow members of Customer Education, Marketing, Sales, and Customer Success more broadly to create engaging, educational content that aligns with learning outcomes and solves customer needs. Additionally, you’ll collaborate with the Customer Experience Management team to align customer education content with the overall customer experience model.

Curriculum Development’s mission is to empower customers through educational content that meets them when and where they need it to grow their business online, so you’ll be playing a critical role in helping both Klaviyo and its customers achieve business goals. 

You’ll be part of the Curriculum Development team and report to Klaviyo’s Manager of Curriculum Development. 

Here are some specific things you’ll do as a Principal Customer Education Specialist: 

• Develop and implement a comprehensive content plan. You’ll set the vision and plan for content production on the Curriculum Development team. This will involve working with your manager to synthesize company rocks into a content plan, setting deadlines, delegating projects to your peers, and holding the team accountable. You’ll also analyze customer data to identify opportunities to remediate learning gaps with Academy content.
• Manage content catalog and calendar. You’ll own the Curriculum Development content calendar and all of the day-to-day activities that have to happen to effectively publish a piece of content. You’ll collaborate cross functionally to promote Academy content. You will also keep a pulse on team bandwidth, manage timelines and keep things on track.
• Analyze performance. You’ll review the performance of our content—what’s resonating, what’s under-performing, what’s driving traffic, what’s reducing support tickets, what has a high CSAT rating—and you’ll use data to help make decisions about what content we create and how we prioritize our projects. 

Getting Started / Key Outcomes

In your first 30 days, you’ll have:

• Come up to speed on our audience, market, product, and company
• Aligned with other Principals on Customer Education to understand key priorities
• Spoken to at least 10 current customers
• Researched course analytics and customer data to identify gaps and areas for improvement
• Taken stock of our existing content landscape and begun formulating a strategy for future content
• Researched the customer maturity model and explored the role of customer education within it

Within 90 days, you’ll have:

• Analyzed content performance using tools like Heap, Tableau, and Typeform and provided recommendations for improvement and optimization
• Identified opportunities in our content strategy that solve real customer problems
• Begun executing on our content strategy and updated our content calendar

In the first year, you’ll have:

• Collaborated cross-functionally to improve discoverability and promotion of Academy content 
• Optimized our systems for managing our content catalog, tracking team productivity, and forecasting bandwidth
• Collaborated with members of other Customer Education teams to reach more customers and optimize our education model
• Met or exceeded all team core metrics

About You

You’re an exceptional collaborator, project manager, strategist, and communicator. You have a customer-first mindset and deeply enjoy helping customers achieve their business goals. You have experience in using customer data to inform content strategy and develop content that solves real problems. You have a proven track record of creating engaging educational content in a variety of formats. 

You’re an agile and strategic thinker with a talent for analyzing data,