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Professional Services team members are critical to our customers’ success. They combine enterprise-grade project ownership, deep Klaviyo and martech expertise, and consultative engagement skills to deliver high-impact implementations and strategic technical solutions for complex customers. They lead scoped, post-sales engagements, shaping how work is delivered and scaled.
In this role, you will:
- Own strategic customer engagements end-to-end, from shaping delivery in partnership with Sales to driving successful implementation and long-term adoption alongside Customer Success and Partner teams.
- Operate as a senior individual contributor who is trusted by customers and internal stakeholders to lead through complexity, influence at the executive level, and consistently deliver measurable outcomes for enterprise accounts.
- Combine strong delivery/project leadership with technical depth and solution design.
How You’ll Make a Difference
Core Responsibilities
Shape and scope strategic engagements
- Assist in defining Statements of Work (SOWs) that clearly articulate scope, deliverables, timelines, dependencies, and success metrics for complex technical engagements, ensuring alignment between customer goals and Klaviyo delivery capabilities.
- Lead consultative conversations with customers to clarify business objectives, identify risks, and translate desired outcomes into actionable technical implementation plans.
Lead strategic technical engagements
- Serve as the owner for key technical phases of the customer journey, ensuring projects are delivered on time, on budget, and in line with agreed outcomes.
- Build strong stakeholder relationships and communicate effectively with internal and external stakeholders to maintain visibility, accountability, and momentum toward customer goals.
- Anticipate risks, build mitigation strategies, and adjust plans to keep enterprise projects on track.
Act as a strategic advisor and subject-matter expert
- Become a deep expert in the Klaviyo platform and surrounding martech ecosystem, from data models and integrations to messaging channels (Email, SMS) and CDP use cases.
- Translate customer business goals into technical and operational solutions that leverage platform capabilities and best practices.
- Educate and enable internal teams and customer stakeholders, becoming the go-to resource for complex questions, best practices, and solution tradeoffs.
Drive repeatable, scalable solutions and continuous improvement
- Approach engagements with a highly analytical mindset - solving for the specific customer first, then identifying patterns and codifying repeatable solutions or feeding insights to internal product and engineering teams.
- Contribute to internal initiatives and process improvements that elevate overall Professional Services delivery quality and consistency.
- Maintain excellent operational hygiene by regularly updating tools and systems (e.g., project status, risks, timesheets) without management reminders.
- Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up.
Lead through influence and mentorship
- Demonstrate executive presence and the ability to articulate solution tradeoffs, securing buy-in from technical and non-technical stakeholders across all organizational levels.
- Provide informal coaching and mentorship to peers, sharing best practices and supporting skill development across the team.
Technical Solution Leadership
Serve as an ongoing technical advisor for enterprise customers, translating business goals into robust technical designs that align with objectives and industry best practices.
Take full ownership of technical deliverables and their project milestones, collaborating with customer teams and internal teams to ensure high-quality outcomes.
Use your technical expertise to design and prototype tailored and scalable solutions for internal and external projects.
Quantify and communicate business cases for product enhancements, using evidence from customer usage to inform roadmap discussions for enterprise needs.
Act with urgency and precision to troubleshoot complex technical issues, ensuring customers receive best-in-class support during critical moments.
Who You Are
Experience
- 4+ years in SaaS Professional Services, implementation, solution consulting, or similar customer-facing technical roles, with a track record of leading enterprise-level projects or solutioning.
- Proven success working with multiple stakeholders across diverse teams and departments in complex, often global, environments.
Consultative & Commercial Acumen
- Comfortable articulating how Professional Services accelerate time to value and business impact.
- Adept at balancing technical depth with commercial clarity, ensuring proposed engagements are both feasible to deliver and impactful for customers.
Domain & Technical Skills
- Hands-on experience with modern web development languages/frameworks (eg. HTML, CSS, JavaScript) and general-purpose programming languages (eg. Node, Python), and a proven ability to learn new languages and technical concepts with minimal guidance.
- Strong understanding of the martech landscape and surrounding technologies, including Email, SMS/Mobile, and how to leverage a CDP for advanced use cases.
- Demonstrated familiarity with APIs, webhooks, and integrating SaaS platforms into complex enterprise tech stacks; able to guide customers toward best-practice architectures.
- You’ve already experimented with AI in work or personal projects, and you’re excited to dive in and learn fast. You’re hungry to responsibly explore new AI tools and workflows, finding ways to make your work smarter and more efficient.
Leadership & Collaboration
- Demonstrated executive presence and ability to engage, influence, and align C-level and senior stakeholders.
- Excellent communicator across written, verbal, and virtual channels, able to convey and translate technical and marketing concepts to a range of audiences (project managers, marketers, developers, executives).
- A strong collaborator with a positive attitude, curiosity, and eagerness to learn, who thrives in a rapidly changing environment.
- Experience acting as a technical advisor or architect for complex implementations, especially in martech, CDP, or B2C CRM contexts.
Working Style
- Proactive, resourceful problem-solver who takes ownership and drives solutions forward autonomously.
- Consistently maintains operational rigor (status updates, risks, time tracking) without management reminders.
- Interested in mentoring others and contributing to team-level execution and enablement beyond individual delivery.
**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 specific salary/OTE range for your preferred location during the hiring process.
Base Pay Range For US Locations:
$112,000—$168,000 USD
This role may require up to 10% travel for purposes such as new hire onboarding, client or partner work if applicable, team meetings, and industry events. Travel is coordinated in advance.
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.
_AI fluency at Klaviyo includes responsible use of AI (including privacy, security, bias awareness, and human-in-the-loop). We provide accommodations as needed. _
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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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