Senior Product Manager, AI (Customer Agent) at Klaviyo

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 klaviyo.com/careers to see how we empower creators to own their own destiny. 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. 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. Base Pay Range For US Locations:$136,000—$204,000 USDGet 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. IMPORTANT NOTICE: Our company takes the security and privacy of job applicants very seriously. We will never ask for payment, bank details, or personal financial information as part of the application process. All our legitimate job postings can be found on our official career site. Please be cautious of job offers that come from non-company email addresses (@klaviyo.com), instant messaging platforms, or unsolicited calls. By clicking "Submit Application" you consent to Klaviyo processing your Personal Data in accordance with our Job Applicant Privacy Notice. If you do not wish for Klaviyo to process your Personal Data, please do not submit an application. You can find our Job Applicant Privacy Notice here and here (FR).