Senior Field Experience Lead

Klaviyo•Boston, MA

8d•Hybrid

About The Position

At Klaviyo, we empower creators to own their growth. The Go-To-Market (GTM) Strategy and Operations team exists to proactively deliver intelligence, scalable operations, and enablement to efficiently maximize revenue and customer experience. Within this organization, the GTM Transformation team accelerates our ability to deliver on Klaviyo’s ambitions. We transform ambiguous, high-stakes problems into clear decisions, sequenced execution, and lasting change across people, policy, process, and systems. We are looking for a Senior Field Experience Lead to serve as the critical connector between our strategy and our reality. In this role, you will develop a deep, working understanding of how our GTM teams operate day-to-day: the tools they rely on, the workarounds they have built, and the gaps between how a process is designed and how it is actually lived. You help the organization separate systemic issues from one-off execution challenges, and make sure the right people are equipped to act on what you find.

Requirements

8+ years of GTM experience, stemming from either an Operational or Systems background. You may be a former seller/CSM who moved into Ops, or a Systems expert who wants to solve workflow problems rather than just configure tickets. Regardless of your origin, you deeply understand the intersection of human behavior and technical architecture.
Deeply Curious and Embedded: You are happiest when you are sitting with a rep or a CSM understanding their world. You do not rely on how a process is "supposed" to work. You want to know how it actually works.
A Strategic Connector: You know how to navigate a complex org chart. You can effectively drive a problem to resolution with a Finance VP, a Systems Architect, or a Product Manager. You speak their respective languages to get things done.
Technically Fluent: You have hands-on experience with the modern GTM stack (Salesforce, Clari, Gainsight, Snowflake, Gong, Pigment) and understand how data moves between these systems well enough to spot what breaks when something changes. You engage systems and data teams as a peer, not a passenger. You can distinguish between a technical limitation and a workflow opportunity, helping technical teams find "the third way" when a standard solution doesn't fit the field's needs.
Direct and Practical: You have strong judgment and the confidence to say "this will break" early. You prioritize practical functionality over theoretical perfection.
AI-First: You’ve already experimented with AI in work or personal projects, and you’re excited to dive in and learn fast. You’re hungry to responsibly explore new AI tools and workflows, finding ways to make your work more efficient and impactful.

Responsibilities

Support Rollout Readiness: Partner with Systems and Enablement during active rollouts to keep the field adoption loop tight. You help coordinate UAT, surface breakpoints quickly, and serve as the bridge between what the field is experiencing and what the build or enablement team needs to adjust. You stay close until the change is stable and ownership is handed off.
Coordinate the GTM Change Roadmap: Maintain a shared view of transformation work in flight across GTM. You connect the dots across teams, flag sequencing conflicts and launch risks, and give leadership visibility into what is coming. This keeps the field from absorbing too much change at once and ensures every launch has a clear owner.
Run the GTM Signal Engine: Stay close to frontline teams and serve as a reliable source of field feedback. You separate one-off execution errors from systemic breakpoints and route valid problems to the correct owner with clear evidence, impact, and problem framing.
Detect Downstream Risk: Flag risks before changes go live. You ask who will be impacted, what handoffs are likely to break, and whether a problem is a training issue or a design issue, then make sure the right owners are in place before launch.
Connect AI and Efficiency Opportunities to the Right Owners: Surface and help prioritize automation and efficiency opportunities from across GTM teams. You make sure good ideas find the right home so they move forward rather than stalling or landing on the field without proper support.
Be the Ground Truth: Develop and maintain a working understanding of how GTM actually operates, including the tools people use, the workarounds they have built, and the gaps between process design and day-to-day reality. You use this to pressure-test designs, inform transformation work, and help Ops and Systems partners understand where risks are likely to surface.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume