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.
About the Role
We’re looking for a leader to grab the wheel of Klaviyos fastest growing product ever and press the gas. This can be you.
Our vision is to transform customer service from a cost center into a growth engine. Unite marketing and service. Leverage AI to build a platform where every interaction is seamless, personalized, and profitable.
Customer Hub sits at the center of this vision. It powers the on-site customer experience across 170,000+ brands, blending self-service, personalization, and AI-driven interactions that help brands drive revenue while resolving customer needs instantly.
You will extend this vision to expand the narrative of customer hub, breaking out functionality from the hub directly onto the pages of storefronts leading to radically personalized experiences. What does that mean? We have lots of ideas, but you will make the decisions and own that vision.
We’re seeking a Senior Lead, Product (Staff Product Manager equivalent) to own the Customer Hub product line and lead Klaviyo’s web personalization strategy. This is a pivotal, high-visibility role that combines product vision, cross-functional leadership, and deep eCommerce acumen.
You will define how shoppers interact with brands across web surfaces—building the next generation of personalized, AI-powered shopping and service experiences.
What You’ll Own
- Product Strategy & Vision: Define and drive the long-term roadmap for Customer Hub and web personalization, shaping how Klaviyo extends from marketing into the on-site experience.
- AI & Personalization: Build industry-defining personalization capabilities that leverage Klaviyo’s data platform, predictive analytics, and AI Agent to deliver 1:1 customer experiences.
- Ecosystem Leadership: Own Klaviyo’s personalization surfaces across cart, account, and post-purchase experiences. Drive deep integration with commerce platforms like Shopify, Salesforce, and other leading ecosystem partners.
- Experimentation Platform: Advance Klaviyo’s A/B testing and on-site experimentation tools to empower marketers and merchandisers to test and iterate without engineering support.
- Cross-Functional Leadership: Partner closely with engineering, design, data science, PMM, and GTM to deliver high-quality, high-velocity releases that compound value for brands and consumers alike.
- Customer Insight: Engage deeply with merchants, agencies, and partners to uncover high-value use cases that drive measurable lift in conversion, AOV, and retention.
Who You Are
- Experienced: 10+ years of product management experience, with at least 5 years leading core product lines or platform areas at scale.
- Personalization Expert: Deep experience building or managing personalization, experimentation, or recommendation products in eCommerce, retail, or marketing tech.
- Strategic & Technical: Able to zoom out to market strategy and zoom in to architectural tradeoffs. You speak both API and ARR fluently.
- Customer-Centric: Obsessed with building products that solve real customer problems and deliver clear, measurable business impact.
- Data-Driven: Comfortable setting product success metrics and using experimentation and analytics to guide decisions.
- Bar Raiser: You attract and inspire exceptional peers. You hold a high bar for quality and execution, and you raise it for those around you.
What Success Looks Like
- Customer Hub is the default self-service experience for retail brands by 2026.
- Klaviyo is recognized as a leader in web personalization for eCommerce.
- Klaviyo’s customers see measurable increases in AOV, conversion rate, and customer satisfaction from personalized on-site experiences.
Why This Role Matters
Customer Hub is Klaviyo’s wedge into transforming the customer service market. Your work will define how Klaviyo’s data, AI, and marketing engine come to life on the storefront—turning service into a profit center and cementing Klaviyo as the leader in unified customer experience.
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.
Your recruiter can provide more details about the specific salary/OTE range for your preferred location during the hiring process.
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.
By participating in Klaviyo’s interview process, you acknowledge that you have read, understood, and will adhere to our Guidelines for using AI in the Klaviyo interview Process. For more information about how we process your personal data, see our Job Applicant Privacy Notice.
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.
Questions & answers for this job
- What is the type of contract for this job?The contract for this job is a Full-time contract
- What's the salary range for the Senior Lead Product Manager position?The suggested salary for this job is $175,000 - $243,500*
- Is telecommuting possible for this job?No, telecommuting is not possible for this job
