Sr. Customer Experience Specialist - Digital Success Programs

As Sr. Customer Experience Specialist - Digital Success Programs, you will report to and partner with the Sr. Manager of Customer Experience to drive highly visible initiatives for the company and contribute to building the Klaviyo’s Customer Services Organization. You will work closely with the leadership team to shape the vision for our digital customer experience. Your role will involve designing, executing, and optimizing scalable customer engagement programs that drive adoption, retention, and growth. Flexibility, creative problem-solving, and the ability to collaborate with different levels of management and diverse personality styles are essential. Artistic ability and creativity are key, as is the ability to bring out the best in people to ensure the success of the team, our business, and our customers.

In this role, you will lead the design, execution, and optimization of in-app guidance programs and 1:Many digital success programs that help customers adopt, engage, and succeed with our product. You will help develop a deeper understanding of our customers and work cross-functionally to build experiences that drive higher customer satisfaction, new business growth, and expansion. This role will work across Customer Services (Customer Success Management, Renewals, Support, and Enablement), Product Management, Marketing, GTM Operations, and IT to deliver highly relevant, data-driven, and scalable engagement programs that enhance customer satisfaction and drive product adoption.

This is an exciting opportunity for someone passionate about customer engagement, digital experience design, and leveraging technology to scale customer success. If you enjoy problem-solving, storytelling, and optimizing customer journeys using data and automation, we’d love to hear from you!

How You’ll Make a Difference:

In-App Guidance Strategy & Execution

• Develop and manage in-app proactive guidance programs (e.g., onboarding flows, feature announcements, adoption nudges, and best practice tips).
• Own the end-to-end process: from content creation and targeting strategy to execution and performance analysis.
• Collaborate with Product, Marketing, and Customer Success to align messaging, tone, and customer needs across multiple touchpoints.
• Use in-app engagement platforms to create personalized, automated guidance experiences for customers.

Customer Journey & Personalization

• Design data-driven, customer-centric in-app experiences tailored to different user segments and lifecycle stages.
• Partner with analytics teams to track customer behavior, feature adoption, and engagement patterns to inform program optimizations.
• Continuously test and refine messaging, timing, and targeting based on customer feedback and usage data.

1:Many Digital Success Programs

• Design and execute cohorted customer experiences that integrate community groups, webinars, and group coaching sessions to drive adoption and engagement.
• Create scalable, high-impact digital success programs that foster customer success at scale.
• Develop engagement strategies that align with customer needs and business goals.
• Work closely with Customer Success, Marketing, and Product to ensure that programs provide real value to customers and contribute to company objectives.

Cross-Functional Collaboration & Stakeholder Management

• Work closely with Product, Engineering, Customer Success, Support, and Marketing to ensure in-app guidance aligns with broader company initiatives.
• Advocate for customers by ensuring that guidance is helpful, contextual, and enhances user experience rather than disrupting workflows.
• Gather feedback from internal teams and customers to improve the effectiveness of proactive in-app support.

Measurement, Optimization & Reporting

• Define success metrics and KPIs for in-app guidance programs, such as feature adoption rates, engagement scores, and customer satisfaction.
• Monitor and analyze performance data to identify trends and opportunities for improvement.
• Present findings and insights to stakeholders, making data-backed recommendations for enhancements.

Who You Are:

• 3-5+ years of experience in Customer Experience (CX), Customer Success, Digital Engagement, Product Marketing, or a related field.
• Hands-on experience with in-app engagement tools (e.g., Gainsight PX, Pendo, WalkMe, Chameleon, Appcues).
• Experience designing and executing 1:Many customer engagement programs, including community-driven initiatives, webinars, and group coaching.
• Strong content creation and UX writing skills, with the ability to craft engaging, concise, and action-driven messages.
• Data-driven mindset, with experience analyzing customer behavior and engagement metrics to inform decisions.
• Strong project management and stakeholder collaboration skills, with experience working cross-functionally in fast-paced environments.
• Familiarity with customer journey mapping, digital adoption frameworks, and CX best practices.
• A customer-first mentality with a deep understanding of customer needs, pain points, and behaviors.
• Experience with automation, segmentation, and A/B testing for customer engagement initiatives.
• Knowledge of customer analytics tools (e.g., Google Analytics, Mixpanel, Amplitude) to track in-app behavior.
• Familiarity with customer support tools, CRM platforms, and product analytics tools (e.g., Salesforce, Zendesk, Gainsight, HubSpot).
• Understanding of basic HTML/CSS or UI/UX principles to collaborate effectively with design and engineering teams.
• 3-5 years of experience working in a customer services organization focusing on business systems product management (e.g., Salesforce.com)
• 5+ years of program/project management
• Experience with community management, self-service enablement, online support, web management, and/or customer engagement programs.