Sr. Manager, Customer Advocacy

About this role

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 klaviyo.com/careers to see how we empower creators to own their own destiny.

Klaviyo's Champions program is one of the most visible and strategically significant customer programs in the company. It brings together a curated group of Klaviyo's most engaged, influential customers — deepening their relationship with the brand, amplifying their voices externally, and embedding them into the teams that build and market the product.

The goal isn't just a well-run program. It's a recognized one. Think Salesforce Trailblazers — a program with genuine industry clout, where being a Klaviyo Champion means something beyond the company walls. The infrastructure and early foundation are in place. What this role requires now is someone who can elevate the program's prestige, deepen internal activation, and prove its impact in business terms.

This is a high-ownership, high-visibility IC role with significant cross-functional scope. This person will regularly represent the Champions program to senior stakeholders across the business.

Program operations & member experience: Own the day-to-day operations of the Champions program including strategic planning, recruitment and onboarding, member communications, virtual and in-person experiences, and overall member engagement. Maintain program health and quality as it scales, ensuring every member feels the weight and value of what it means to be a Klaviyo Champion.

Internal enablement & activation: Support Champions' presence across the product development and go-to-market lifecycle by leading cross-functional projects with Marketing, PMM, Product, R&D, CS, and Partnerships to surface Champion voices at key moments — product research, beta testing, case studies, reference calls, events, content, and social media. Help shift activation from being concentrated at launch to a more consistent presence earlier in the lifecycle.

ROI & measurement: Contribute to the continued development of the program's measurement framework, following established methods and processes, to help demonstrate the business value of the Champions program in concrete terms.

Program prestige & industry recognition: Support the Champions program's external reputation and visibility by helping members build their professional profile and ensuring the program reflects well on their relationship with Klaviyo.

Budget management: Support administration of the Champions program budget and help inform spend decisions that reflect program priorities and member experience goals.

WHAT SUCCESS LOOKS LIKE

• Champions is embedded across the full product and GTM lifecycle — from early research through launch — not concentrated at any single stage

• The program has measurable industry recognition; members cite it as a meaningful professional credential, and peers in the market know what it stands for

• Members feel genuinely recognized and engaged, with clear evidence of value from their perspective

• A reliable ROI framework is in place and being reported on regularly

• References, case studies, product feedback, and thought leadership pipelines are consistently active and well-utilized across the business

• The program grows in quality and clout without losing the relationship-driven character that makes it work

WHAT YOU BRING

• 5+ years in customer advocacy, community, customer marketing, or a closely related function — B2B SaaS experience strongly preferred

• Experience running or contributing significantly to a structured advocacy or champions-style program, within established processes and operational policies

• Experience thinking about program prestige alongside program operations — brand, positioning, and member value, not just logistics

• Strong cross-functional instincts — comfortable leading a cross-functional project and advising peers across Marketing, Product, R&D, and CS

• Analytical enough to contribute to a measurement framework — you understand what program ROI looks like and have helped build or evolve one before

• Strong program management skills — this program is highly visible and operationally complex; rigor without rigidity

• Strong written and verbal communication; you can tell a compelling story about customer impact to internal stakeholders

• Comfortable supporting budget administration and spend decisions within established guidelines

• Candidates with transferable experience in program management, customer success, or partnerships will be considered — advocacy and community experience is ideal but not the only path in

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 position is determined by several factors, including the applicant’s job-related skills, relevant experience, education or training, and work location.

In addition to base salary, our total compensation package may include participation in the company’s annual cash bonus plan, variable compensation (OTE) for sales and customer success roles, equity, sign-on payments, and a comprehensive range of health, welfare, and wellbeing benefits based on eligibility.

Your recruiter can provide more details about the spec

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