CS&S Strategic Program Manager

Klaviyo; Boston (MA); On-site; USD 112,000 - 168,000; Full time

Job summary

A leading company is seeking a Strategic Program Manager to enhance operational effectiveness within the Customer Success and Support teams. This role involves managing cross-functional programs and collaborating with senior leaders to drive impactful results. Ideal candidates will have strong communication skills, a bias for action, and relevant experience in tech business analysis or program management.

Qualifications

• 5+ years of relevant experience in tech business analysis, operations, or GTM Program Management.
• Experience managing multiple projects and large-scale transformations in high ambiguity environments.

Responsibilities

• Lead end-to-end execution of key CS&S initiatives.
• Serve as the main contact for initiatives across product, marketing, sales, and operations.
• Regularly update stakeholders on program status, risks, and outcomes.

Skills

Communication

Problem Solving

Collaboration

Project Management

Job description

At Klaviyo, we value the unique backgrounds, experiences, and perspectives each Klaviyo (we call ourselves Klaviyos) brings to our workplace each day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond traditional job requirements. If you’re a close but not exact match with the description, we still encourage you to apply. 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 our customers' success by accelerating product use, value realization, and achieving their business outcomes. The Strategic Program Manager supports the global field teams and customers by leading cross-functional programs to enhance operational effectiveness. This role involves working closely with senior leaders and teams to execute projects that improve efficiency, scale processes, and enable excellent customer experiences. It reports to the Sr. Director of Strategy and Programs.

Success in this role centers on scaling with a focus on process efficiency, building strong cross-functional partnerships, and delivering impactful results. If you are passionate about problem solving, thrive in fast-paced environments, and excel at collaboration, we’d love to hear from you.

How you'll make a difference:

1. Program Management: Lead end-to-end execution of key CS&S initiatives, managing project plans, timelines, and resolving blockers through regular reviews and escalations.
2. Cross-functional Collaboration: Serve as the main contact for initiatives across product, marketing, sales, enablement, and operations, fostering alignment and highlighting dependencies.
3. Change Management: Lead efforts to ensure awareness and adoption of new tools, processes, and strategies.
4. Communication & Reporting: Regularly update stakeholders and leadership on program status, risks, and outcomes, including post-launch analyses.

Who you are:

• Excellent verbal and written communication skills, comfortable engaging with senior leaders and executives.
• Ability to work across all levels of the company, from executives to individual contributors, to drive projects and build relationships.
• Strong bias for action and execution mindset to meet business objectives.
• Experience managing multiple projects and large-scale transformations in high ambiguity environments.
• 5+ years of relevant experience, preferably in tech business analysis, operations, or GTM Program Management.

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See the independent bias audit report here.

Massachusetts Applicants:

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment. Violations may lead to penalties.

Compensation:

Our salary range reflects US labor costs and varies by location. The base salary for this role is $112,000 — $168,000 USD, influenced by experience, skills, education, and location. Total compensation may include bonuses, equity, sign-on payments, and benefits. Visit Klaviyo Rewards for more details. Your recruiter can provide specific salary ranges during hiring.

Get to Know Klaviyo

We’re Klaviyo, empowering creators through accessible, actionable first-party data. We aim to nurture personalized experiences in ecommerce and beyond. Join us if you want to do your best work, be your whole self, and enjoy generous benefits.

Klaviyo is an equal opportunity employer. We do not discriminate based on race, ethnicity, gender, age, or other protected characteristics.

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