Principal, Customer Insights Strategy

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.
As Principal, Customer Insights Strategy, you will lead efforts in understanding and measuring customer listening at scale while aligning insights to key business priorities. This highly cross-functional role will bridge the gap between business analytics, customer research and digital customer experience strategy.
In this role, you will partner closely with data, product, marketing, and customer-facing teams to design customer listening and sentiment capture programs to continuously monitor sentiment throughout the customer journey, and understand and synthesize customer sentiment and behavioral data into strategic insights to drive digital customer success strategies. This role will play a key part in capturing the customer's voice and enabling insight-driven decision making across the organization, leading to adoption, retention, and growth outcomes for Klaviyo's customers.
You will work across Customer Success, Analytics, Operations, and Marketing to deliver a highly relevant, data-driven, and scalable customer listening strategy that is contextual to the customer journey, enhances customer satisfaction and drives product adoption.
This is an exciting opportunity for someone passionate about customer listening, increasing sentiment, customer journey design, and scaling customer success. If you enjoy problem-solving, storytelling, and optimizing customer sentiment, we'd love to hear from you!
How You Will Make a Difference:

• Design and manage scalable, digital, and AI-driven programs to assess customer sentiment across touchpoints and lifecycle stages, leveraging surveys, usage signals, support trends, and other data sources.
• Translate patterns in customer sentiment, aligning with Klaviyo's strategic goals, into clear, actionable recommendations for customer experience strategists to incorporate into digital journey design.
• Lead the development of feedback loops that ensure we are continuously learning from customer behaviors and perceptions to evolve our digital strategies.
• Identify gaps, inefficiencies, and high-impact opportunities in the digital customer journey and success motions.
• Partner with data science and analytics teams to understand key drivers of customer retention and translate complex data and customer findings into compelling stories and strategic recommendations that drive alignment and action.
• Define key metrics and frameworks for tracking sentiment, satisfaction, adoption, and engagement across the customer journey.
• Lead efforts to continually refine measurement approaches, ensuring we are capturing meaningful signals that reflect evolving customer expectations.
• Partner with data science and analytics teams to progress self-service and AI driven strategies to answer complex business questions around customer sentiment and condition.

Who You Are:
Must-Have Skills

• Demonstrated success in using customer sentiment and behavioral data to drive strategic business outcomes.
• Advanced skills in synthesizing qualitative and quantitative data into insights that influence decision-making.
• Experience with survey platforms, customer data tools, and analytics systems (e.g., Tableau, Qualtrics, SQL, Salesforce).
• Highly skilled communicator with a proven ability to influence cross-functional stakeholders at all levels.
• Deep understanding of customer lifecycle management, digital success motions, and customer engagement strategies.
• Comfortable operating in a fast-paced, matrixed environment with strong problem-solving and prioritization skills.
• A customer-first mentality with a deep understanding of customer needs, pain points, and behaviors.

Nice-to-Have Skills

• Experience with 1:Many or Digital Customer Success programs or initiatives, specifically in-app guidance or messaging.
• 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.

Education / Experience

• 8+ years of experience in Customer Experience (CX), Customer Success Management, Voice of Customer, Research, UX, or CX analysis roles.

We use Covey as part of our hiring and / or promotional process. For jobs or candidates in NYC, certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on April 3, 2025.
Please see the independent bias audit report covering our use of Covey here
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. Please visit Klaviyo Rewards to find out more about our Total Rewards package.
Your recruiter can provide more details about the specific salary/OTE range for your preferred location during the hiring process.
Base Pay Range For US Locations:
$112,000 - $168,000 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.
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