Senior Lead Product Manager

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.

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