Sr. Digital Strategist, Hospitality
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 careers.klaviyo.com to see how we empower creators to own their own destiny.
How You’ll Make a Difference:
Klaviyo is seeking an industry-savvy marketing professional to drive adoption, retention, and expansion within the Hospitality vertical. You’ll serve as a trusted advisor to hospitality customers, helping them translate Klaviyo’s platform into measurable outcomes across guest engagement, loyalty, and revenue growth.
This role is ideal for someone looking to bring their CRM experience, developed in-house and/or agency, into a role that can have revenue impact at scale. You’ll work with CSMs and hospitality customers directly to ensure industry and platform best practices are leveraged to drive customer outcomes.
This role is highly cross-functional to ensure we deliver a cohesive customer experience, from onboarding through renewal, while representing the voice of the customer internally to shape Klaviyo’s roadmap and go-to-market strategy.
Core Responsibilities
Onboarding & Value Realization
- Partner with Onboarding Services and Customer Success teams to deliver a seamless experience for complex, multi-system environments (POS, PMS/Reservations, loyalty, and e-commerce).
- Define success plans and milestones for hospitality customers to ensure early wins and sustainable growth.
- Collaborate with partners (e.g., Toast, Mews) to align activation plans and accelerate integration-led value.
- Transform workflows by putting AI at the center, building smarter systems and ways of working from the ground up.
Customer Engagement & Strategic Guidance
- Serve as the go-to hospitality expert for customers, helping them design lifecycle programs tailored to restaurant and hotel operations from industry best practices
- Support strategic business reviews with marquee logos to deliver value and gain key market insights
- Build direct relationships with executives and marketing leaders with the brand to deepen Klaviyo’s footprint within key accounts.
- Drive cross sell opportunities and Product feedback to drive customer maturity and expansion.
Enablement & Education
- Develop and deliver hospitality-specific enablement materials for Customer Success Managers (CSMs) and Implementation Specialists, including best practices, playbooks, and data capture strategies.
- Translate industry trends into actionable insights for internal teams and customers (e.g., “Hospitality Benchmark Reports,” “Why Now in Hospitality?”).
- Contribute to the creation of hospitality-focused case studies, webinars, and thought leadership content.
Voice of Customer & Internal Collaboration
- Act as the customer’s advocate across Klaviyo, influencing product roadmap priorities, feature development, and partner integrations based on real-world needs.
- Collaborate with Product Marketing and Partnerships to develop narratives that reinforce Klaviyo’s leadership in hospitality lifecycle marketing.
- Participate in cross-functional GTM reviews to share customer feedback, identify enablement gaps, and recommend process improvements.
Who You Are:
- 7+ years of experience in the Hospitality space (hotel preferred, others considered).
- 7+ years of experience in CRM, email marketing, SMS marketing, owned channels, digital marketing or related fields.
- 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 smarter and more efficient.
- Bachelor's degree or commensurate experience.
- Demonstrated experience with Klaviyo or similar marketing automation platforms.
- Knowledge of Customer Data Platforms (CDPs) and their role in data-driven marketing.
- Proven experience in developing and executing successful data-driven marketing campaigns.
- Strong understanding of email and SMS marketing best practices and strategies.
- Strong communication and client-facing skills, with the ability to explain complex concepts to non-technical stakeholders.
- Analytical mindset with the ability to interpret data and provide actionable insights.
- Strong project management skills to oversee implementations and campaigns from start to finish.
- Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
- Ability to work collaboratively in cross-functional teams.
- Proven track record of driving successful marketing campaigns and achieving results as well as thought leadership.
- 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 smarter and more efficient.
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.
Get 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.