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 Voice of the Customer team empowers Klaviyos to make decisions grounded in customer needs. We collect & democratize customer insights, partnering cross-functionally to rally around the most valuable customer opportunities, and we influence a customer-centric organization, leading to continuous improvement of our customer experience.

　　Today our VoC team members are largely focused on measuring, analyzing & reporting on customer insights and driving alignment with stakeholders around key customer opportunity areas.

　　As we expand our team, we're looking for a VoC manager who will lead programs designed to amplify the Voice of our Customers within Klaviyo through new programming, processes, and company-wide communications.

　　In this role, you will focus on three key areas:

　　Establishing programs that inspire customer empathy & innovation through direct interaction with our customers Representing GTM in strategic, cross-functional initiatives to streamline collaboration between our R&D and Go-To-Market teams Facilitating company-wide customer updates and communication to keep the entire organization customer-centric

　　You'll work collaboratively with stakeholders across both GTM and R&D to influence roadmaps & initiatives, and you'll also work closely with your VoC teammates to create a holistic view of the state of Klaviyo customers. You'll play a key role in telling our customers' story both to Klaviyo leadership & to the broader organization.

　　You will report to the Director, Voice of the Customer.

　　How You'll Make a Difference

　　Establish & execute on strategy to bring Klaviyos closer to the customer Orchestrate quarterly customer customer updates, sharing a consolidated view of insights & tying to other research across VoC & other Klaviyo teams. Interact directly with customers, facilitating events like focus groups, panels and Q&A sessions to create opportunities for Klaviyos to learn from customers at scale Represent CS&S in strategic, cross-functional projects; collaborate with partners across Klaviyo - including CS, Product, Sales, Marketing and Engineering to establish new processes to drive better customer outcomes Orchestrate change management processes for roll out of new processes (designs, tests, iterates and ensures effective roll-outs). Participate in additional strategic initiatives related to Voice of the Customer

　　Who You Are

　　5+ years of experience with Voice of the Customer, Customer Experience or Strategy roles, preferably within a high-growth environment. Data-driven, with ability to leverage data to build recommendations and drive alignment with stakeholder teams. Excellent project management skills to plan, execute and report on multiple programs running in parallel. Ability to tell a compelling story, with exceptional written and oral communication skills. Experience with qualitative research methods (focus groups, interviews). Experience with Klaviyo, Salesforce, and/or Gainsight is a plus. Self-motivated, results-oriented, and highly collaborative. A great communicator and negotiator able to develop shared perspectives. Able to drive results through indirect and direct influence. Passionate about customer's experience in eCommerce.

　　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.

　　The pay range for this role is listed below. Sales roles are also eligible for variable compensation and hourly non-exempt roles are eligible for overtime in accordance with applicable law. This role is eligible for benefits, including: medical, dental and vision coverage, health savings accounts, flexible spending accounts, 401(k), flexible paid time off and company-paid holidays and a culture of learning that includes a learning allowance and access to a professional coaching service for all employees.

　　Pay Range For US Locations:

　　$108,000-$162,000 USD

　　Get to Know Klaviyo

　　We're Klaviyo (pronounced clay-vee-oh). We empower creators to own their destiny by making first-party data accessible and actionable like never before. We see limitless potential for the technology we're developing to nurture personalized experiences in ecommerce and beyond. To reach our goals, we need our own crew of remarkable creators-ambitious and collaborative teammates who stay focused on our north star: delighting our customers. If you're ready to do the best work of your career, where you'll be welcomed as your whole self from day one and supported with generous benefits, we hope you'll join us.

　　Klaviyo is committed to a policy of equal opportunity and non-discrimination. We do not discriminate on the basis of race, ethnicity, citizenship, national origin, color, religion or religious creed, age, sex (including pregnancy), gender identity, sexual orientation, physical or mental disability, veteran or active military status, marital status, criminal record, genetics, retaliation, sexual harassment or any other characteristic protected by applicable law.

　　IMPORTANT NOTICE: Our company takes the security and privacy of job applicants very seriously. We will never ask for payment, bank details, or personal financial information as part of the application process. All our legitimate job postings can be found on our official career site. Please be cautious of job offers that come from non-company email addresses (@klaviyo.com), instant messaging platforms, or unsolicited calls.

　　You can find our Job Applicant Privacy Notice here .