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About the Role

Sr. Implementation Consultants at Klaviyo are critical to customer success, providing high-quality implementation experiences through exceptional guidance, effective execution of launch tasks, deep product expertise, and exceeding customer expectations. This role involves proactively managing enterprise-level projects, implementing products for large and complex customer accounts, delivering on schedule, and achieving high customer satisfaction. You will lead the implementation phase for enterprise customers, engage in the presales process, shape delivery strategy, craft and present Statements of Work (SOWs), and ensure engagements are scoped for success and aligned with customer outcomes. As an implementation project owner, you will be the first point of contact with new Klaviyo customers, understanding their marketing goals and tech stack complexity, building and owning the project plan, and leading internal and customer teams to execute the plan. You will collaborate with the full Klaviyo Account Team to drive customers forward, ensure quick value realization, keep stakeholders informed, identify and mitigate challenges, and set customers up for long-term success.

Responsibilities

Partner with Enterprise Sales early in the opportunity cycle to assess customer needs, shape services solutions, and ensure alignment between customer goals and Klaviyo delivery capabilities.
Define, craft, and present Statements of Work (SOWs) that clearly articulate scope, deliverables, timelines, dependencies, and success metrics for enterprise engagements.
Lead consultative conversations with prospects and customers to clarify business objectives, identify risks, and translate desired outcomes into actionable delivery plans.
Effectively implement new customers, leading them through migration, executing on customer use cases and key milestones, and fast-tracking value for enterprise-level accounts.
Lead the implementation phase for new customers, including managing enterprise project scope, budget, plan, resources, and timeline.
Build strong stakeholder relationships and communicate effectively with internal and external stakeholders to drive the project forward through visibility and accountability to reach customer goals.
Lead and collaborate with senior leadership and multiple departments across complex, cross-functional teams to ensure successful project delivery in enterprise environments.
Engage with and influence C-level stakeholders, ensuring alignment and driving complex projects with multiple dependencies.
Manage complex, cross-functional projects across global teams with an emphasis on large enterprise environments.
Apply expertise in risk management to identify, assess, and mitigate project risks, ensuring smooth delivery of enterprise projects.
Adapt processes to provide a tailored experience for complex environments and meet customer needs while achieving key milestones.
Understand each customer’s existing tech stack and make best practice recommendations for their integration with Klaviyo.
Apply a core understanding of API and Webhook functionality to help customers achieve key customer use cases utilizing the Klaviyo platform.
Monitor implementation health across your book of business to ensure we are fast-tracking value and setting customers up for long-term success.
Work closely and proactively with the full Account Team including Solutions Architects, Sales, Customer Success Managers, Deliverability Strategists, and Support in order to drive the implementation, advocate for customers, and achieve customer goals.
Regularly update tools and systems without management reminders (project status, risks, timesheets, etc.).
Provide informal coaching and mentorship to other Implementation Consultants, supporting delivery excellence, skill development, and consistent execution across the team.
Support team enablement, sharing best practices, and contributing to internal initiatives or process improvements, as aligned with business needs.

Requirements

4+ years SaaS implementation experience.
Experienced in defining and presenting Statements of Work and delivery proposals for complex enterprise implementations.
Adept at balancing technical depth with commercial clarity, ensuring that proposed engagements drive measurable customer value and delivery feasibility.
Skilled in consultative selling and capable of articulating how Services accelerate time to value and business impact.
Proven expertise in managing large, enterprise-level projects with multiple stakeholders across diverse teams and departments.
Proven expertise in establishing trusted customer relationships across multiple stakeholders on global teams, building partnerships with internal and external teams to drive creative solutions.
Well-informed and continuously learning about the evolving martech landscape, surrounding technologies, with an ability to appropriately position Klaviyo value propositions to complex customers.
Experienced with implementing Martech solutions leveraging best practices across Email, SMS with a keen understanding of how to leverage a CDP for advanced use cases.
Experience customizing implementation processes and strategies to meet the specific needs and scale of enterprise-level environments.
An excellent communicator through a variety of channels, demonstrating strong written and verbal skills, and the ability to effectively represent marketing needs across a variety of audiences (project managers, marketing leads, developers, etc.).
A strong project manager with a track record of independently leading through complexity and driving outcomes on time.
Experienced in managing large-scale, integrated tech stacks in enterprise environments and working with a variety of enterprise systems (Financial Force/ Certinia, SFDC).
A strong collaborator with a positive attitude, curiosity, and eagerness to learn, who thrives in a quickly changing environment.
Interest in mentoring others and contributing to team-level execution and enablement beyond individual delivery.

Skills

API
Webhook functionality
Martech solutions
Email marketing
SMS marketing
CDP (Customer Data Platform)
Project management
Risk management
Consultative selling
SaaS implementation

Location

Work Type

Full-time
Hybrid

Experience Level

Senior

Education Level

PMP certification strongly recommended

Salary/Compensations

£76,000—£114,000 GBP

Benefits

Participation in the company’s annual cash bonus plan
Variable compensation (OTE) for sales and customer success roles
Equity
Sign-on payments
Comprehensive range of health, welfare, and wellbeing benefits

About the Company

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.

Equal Opportunity

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.