Senior Product Manager, AI (Customer Agent)

About the Team

Klaviyo is building the leading autonomous service platform for B2C brands, enabling businesses to deliver always-on, personalized customer experiences powered by AI. The Customer Agent team is at the forefront of this effort, creating intelligent agents that help brands automate support, drive revenue, and engage customers across channels.

This team focuses on building the end-to-end AI agent experience — from how brands configure and deploy their agents, to how consumers interact with them across web chat, SMS, RCS, and email. The work spans AI product development, user experience design, and growth, ensuring that complex AI systems are intuitive, reliable, and impactful.

Sitting at the intersection of AI/ML, product design, and customer experience, the team partners closely with engineering, data science, and go-to-market teams to bring autonomous customer interactions to life at scale.

The Role

We’re looking for a Product Manager to drive the strategy and execution for Klaviyo’s Customer Agent experience. In this role, you will own the full lifecycle of the AI agent product — from brand onboarding and configuration to live customer interactions and continuous optimization.

You’ll work closely with engineering, design, and AI/ML teams to build intuitive experiences that make it easy for brands to deploy and improve AI agents, while ensuring high-quality, trustworthy interactions for end consumers. This includes defining onboarding flows, designing agent configuration systems, and building feedback loops that continuously improve agent performance.

This role is ideal for a product leader who is passionate about AI-native products, has strong UX instincts, and enjoys building zero-to-one experiences that define new product categories.

What You’ll Do

• Define and own the product vision and roadmap for Klaviyo’s Customer Agent experience across onboarding, configuration, and end-consumer interactions.
• Design and optimize the end-to-end onboarding experience, enabling brands to go from initial setup to a fully deployed AI agent quickly and confidently.
• Build intuitive configuration systems for agent setup, including persona definition, knowledge ingestion, workflow creation, and channel deployment.
• Develop growth loops and activation strategies that drive adoption and long-term usage of Customer Agent.
• Own the performance and iteration loop, including analytics dashboards, testing environments, and tooling that enable brands to continuously improve their agents.
• Partner with AI/ML teams to shape agent behavior, including retrieval systems, response quality, and learning from real conversations.
• Collaborate with channel product teams (email, SMS, RCS, web) to ensure a seamless and high-quality agent experience across surfaces.
• Define and track success metrics across activation, engagement, resolution rates, and AI-attributed outcomes.
• Lead cross-functional initiatives across engineering, design, data science, and go-to-market to deliver cohesive, end-to-end experiences.
• Communicate product strategy, tradeoffs, and execution plans clearly across stakeholders and leadership.

Who You Are

• 5–8+ years of product management experience, with direct experience building and shipping AI or ML-powered products.
• Strong understanding of modern AI systems, including LLMs, retrieval-augmented generation (RAG), and agent architectures.
• Proven ability to design and ship high-quality user experiences for complex products, with strong product and design instincts.
• Experience building growth-oriented product experiences, including onboarding flows, activation funnels, and in-product experimentation.
• Comfortable operating across both B2B SaaS and consumer-facing product surfaces.
• Strong technical fluency with the ability to collaborate closely with engineers and data scientists on system design and tradeoffs.
• Excellent analytical and problem-solving skills, with the ability to define and measure success through clear metrics.
• Strong cross-functional communicator who can align teams around a shared vision and execute effectively.
• Track record of shipping products with meaningful customer impact and iterating quickly based on feedback.

Why This Role Matters

Klaviyo’s investment in AI is central to our vision of becoming the system of engagement for B2C brands. Customer Agent represents a step change in how brands interact with their customers — moving from manual support and campaigns to autonomous, intelligent conversations that drive both satisfaction and revenue.

In this role, you will define how brands adopt and trust AI to represent them in customer interactions, while shaping the experiences millions of consumers have with those agents. Your work will directly influence how AI-powered customer engagement evolves, helping establish Klaviyo as a leader in this emerging category.

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