Senior Community Specialist

The Klaviyo Community convenes, cultivates, and celebrates businesses of all sizes to power smarter digital relationships.

Community offers peer to peer learning and a direct connection to Klaviyo experts to enable brand growth.

Community is the space to learn from others and actively participate in the Klaviyo ecosystem.

In this role, you’ll be focused on building positive relationships with Community members.

You will work cross-functionally across a variety of teams, including Customer Success, Customer Education, Support, Product, and Marketing to increase Digital Community engagement and reduce customer friction points.

You’ll work collaboratively with other members of the Community team on new programs, strategies, and content that will continue to drive customer value, engagement, and create long-term Klaviyo advocates.

At times, you’ll engage directly with Community members, answering their questions, engaging in conversations on marketing strategy, and directing them to Klaviyo educational resources to help them achieve their goals.

As the Sr. Community Specialist focused on content, you’re responsible for owning, developing and creating the end to end content experience for the digital community.

You will create and execute a cross-functional content calendar with partnership across the organization.

You’ll be responsible for the performance and optimization of the content, along with developing a reporting cadence to highlight content successes and challenges.

As the Digital Community content owner, you are highly focused and will be measured on driving engagement in the community (likes and comments) and driving content consumption (pageviews).

You’ll test new strategies, conduct research as needed and align the overall Digital Community’s content strategy both with the Power Up and with the Klaviyo Marketing strategy — complementing where necessary and filling spaces where needed.

How You'll Make a Difference:

• Own content strategy for the digital community, through a peer-led lens

• You will manage the community content calendar with an eye on representation from community members, champions, and other internal stakeholders - including all content from fireside chats to marketing innovation content and more.

• You’ll support content and processes that delivers on:

• Online community announcements-small releases

• Platform updates/adjustments (banners)

• Blog posts on community trending topics

• Process documentation

• Drive the planning of Community content, ensuring that it is always in alignment with the PowerUp and the Klaviyo Marketing content strategy

• Evangelize community content with internal stakeholders and throughout customer touch points

• Own content processes as an expert in the Gainsight Community platform, to schedule posts and leverage diversity of voice for our core audience

• Own data reporting on the engagement and impact from community-produced content to elevate with stakeholders

• You will create a reporting cadence so all key teams are informed of these metrics and planned optimizations

• Respond to questions/comments on content in a timely manner to encourage engagement and represent the Klaviyo brand appropriately

• Identify and manage top community advocates to produce content throughout in-person, online events, and engagement on the digital community

• Become an expert on the Gainsight Community platform, in order to schedule posts to reflect curated content calendar on a weekly and monthly cadence

• Approach any initiatives and/or content from a marketer's perspective to improve visibility of the Community and its resources

• You will build respect and trust with our community and internal teams

• Perform other duties as assigned.

Who You Are:

• You bring a customer-first mindset to everything you do.
• You have excellent overall communication skills, especially in a written format, and in a conversational ton.
• You’re a strong networker, both internally and externally and you’re eager to help people connect
• You’re a highly empathetic individual that is eager to help solve customer pain points and think through creative solutions
• You can easily learn new technologies and softwares and have 5+ years of experience working directly with customers
• You’re adaptable towards shifting team priorities, and enjoy brainstorming and collaborating with others
• You’re a self-starter and someone who thrives in fast-paced environments.

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.

The pay range for this role is listed below.

Some sales and success roles are also eligible for variable compensation and hourly non-exempt roles are eligible for overtime in accordance with applicable law.

This role is eligible for benefits, including: medical, dental and vision coverage, health savings accounts, flexible spending accounts, 401(k), flexible paid time off and company-paid holidays and a culture of learning that includes a learning allowance and access to a professional coaching service for all employees.

Base Pay Range For US Locations:

$64,000—$96,000 USD