Senior Product Manager, Personalization Growth

About the Team

Klaviyo's Personalization & Analytics pillar builds the intelligence layer that helps marketers understand their customers, personalize every interaction, and prove the impact of their work. Our Personalization SKU — which includes Audience Optimization and our personalization engine — is one of Klaviyo's highest-growth paid products and a cornerstone of our Marketing Analytics & Personalization offering.

The Personalization SKU is ML-powered, which means the value it delivers is real and differentiated — but it also means customers need to understand what it's doing before they trust it, and trust it before they pay for it. That gap between "this exists" and "I can't imagine working without this" is where this role lives.

About the Role

We're looking for a Senior Product Manager who is obsessed with one question above all others: why do customers adopt — or fail to adopt — a product that would genuinely help them?

This isn't a traditional growth PM role. We're not looking for someone who runs A/B tests on button colors and calls it a day. We're looking for someone who understands that sustainable SKU growth comes from product quality and value clarity first — and that the best conversion and retention lever is an experience so good that customers can't explain their business performance without it.

Your primary mandate is the adoption, retention, and trial conversion of the Personalization SKU. That means owning the in-product experiences that help customers discover Personalization features, understand what they're doing, trust the results, and build habits around them. It means making the ROI of Personalization impossible to miss — not through marketing copy, but through product design. And it means owning the analytics surfaces that make that value visible: the dashboards, metrics, and reporting experiences that connect Personalization usage to business outcomes customers care about.

This role sits at the intersection of product intuition, customer empathy, and growth strategy. You'll work closely with the Personalization engineering teams, data science, go-to-market, and customer success to ensure every touchpoint in the Personalization customer journey — from trial activation through long-term retention — is designed with intention and measured with rigor.

How You'll Make a Difference

• Own the end-to-end in-product experience for Personalization SKU trial and adoption — from first contact with an Audience Optimization or personalization feature through the moment a customer builds a sustained usage habit
• Define and track what real adoption looks like for each Personalization feature — not surface engagement, but the behaviors that actually predict retention and expansion
• Own the in-product analytics and reporting surfaces that make Personalization ROI visible to customers — the dashboards, performance summaries, and impact metrics that answer "what is this doing for my business?"
• Design and iterate on the trial conversion experience: make it unmistakably clear what customers get with Personalization, reduce the distance between signup and first value moment, and build in-product signals that accelerate the path from trial to paid
• Identify and close the gaps in the Personalization customer journey where value is unclear, trust breaks down, or usage falls off — and build the product experiences that fix them
• Build and maintain a rigorous measurement framework for Personalization SKU health: adoption depth, retention rates, trial conversion, expansion signals, and churn indicators
• Partner with go-to-market, customer success, and data science to ensure the Personalization SKU can convert and retain customers through both self-serve and sales-assisted motions — and that the product experience works for both
• Synthesize customer feedback, usage data, and market signals into a clear point of view on what Personalization customers need next — and turn that into a sequenced roadmap that shipping teams can execute

Who You Are

• You have 3–5+ years of PM experience, with a demonstrable track record of driving product adoption, retention, or trial conversion for a paid B2B SaaS product — not just shipping features
• You think about growth as a product quality problem: the most durable conversion and retention motion is a product experience so good that customers understand the value without being told
• You have strong UX instincts, especially for products where the underlying complexity is high — you've taken something hard to understand and made it feel intuitive, trustworthy, and worth paying for
• You know how to define and measure real adoption: you've questioned inherited engagement metrics, replaced them with something that actually predicts retention, and gotten stakeholders to buy in
• You've owned a trial-to-paid conversion motion and can speak to what you changed in the product — not the marketing or lifecycle emails, but the actual in-product experience
• You have genuine customer empathy: you talk to customers regularly, know how to synthesize what you hear into product decisions, and can advocate for the customer POV in a room full of people looking at dashboards
• You can hold a PLG motion and a sales-assisted motion simultaneously — you understand that the product has to work for both and you've navigated the design tradeoffs that creates
• You're data-literate: you can define your own success metrics, pull and interpret data to inform decisions, and build a measurement framework for a product area you've never owned before

Nice to Have

• Experience with ML-driven or AI-powered features where value is inherently probabilistic and takes time to materialize — and you've solved the "trust gap" problem before
• Background in martech, CDP, or ecommerce — you understand how marketers think about personalization, segmentation, and campaign performance
• Experience building PLG or self-serve growth motions at a company that also runs a sales-assisted or enterprise motion
• Exposure to analytics or reporting product surfaces — you've owned a dashboard or performance reporting experience and thought hard about what makes data actually actionable
• Familiarity with SKU or packaging strategy — you understand how in-product experience and commercial motion interact