Principal Enablement Program Manager, Global Services

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We are looking for a highly motivated and skilled Principal Enablement Program Manager to join our Global Services team. In this role, you will be instrumental in ensuring that our customer-facing services teams, including onboarding specialists, implementation consultants, deliverability strategists, trainers, and solutions architects, are equipped with the technical knowledge, soft skills, and resources they need to support our customers.
The Principal Enablement Program Manager will lead the enablement efforts around new product launches, system/process changes, and continuous learning for the Global Services team. This role requires a strategic thinker who can design and execute training programs, manage internal communications, and provide ongoing support to ensure the team is knowledgeable, prepared, and aligned.
How You'll Make a Difference:

1. Product Enablement
• Lead training on new product releases, including timelines, FAQs, and key features.
• Develop and maintain a centralized source of truth for product information and use cases relevant to the Services team.
• Coordinate SMEs to deliver engaging training to facilitate knowledge retention and track completion across teams.
• Partner with the customer education team to find opportunities for efficiencies across internal and external product enablement.
• Host Q&A Office Hour sessions for teams to address any product-related questions.
2. Learning and skill development
• Partner with Services leadership to identify key skills and create a curriculum strategy to create a world class services and consulting organization.
• Have a strong point of view on what makes a successful services practitioner and develop/run soft skill development programs to help the team achieve those skills. Focusing on skills such as stakeholder management, executive communication, and strategic thinking to build a world-class services organization.
• Create clear, trackable, and outcome based programs to measure the effectiveness of all enablement.
3. System and Process Change Enablement
• Lead training and communication efforts for system and process updates that impact the services team (e.g., pricing changes, day-to-day workflow changes, new tools rolling out, etc.).
• Support on strategic initiative enablement as needed throughout the calendar year (upgrade initiatives, churn initiatives, Black Friday Cyber Monday enablement, etc.).
• Create and maintain centralized and up-to-date information on the changes, their impact, and how to prepare.
4. Cross-functional Collaboration
• Lead services-wide communications and stay tightly aligned with GTM Enablement, Product Marketing, R&D, and the Customer Education team to ensure pertinent launch information and resources are shared.
• Work closely with Product, Sales, and other internal teams to ensure alignment on training, product knowledge, and customer-facing materials.
• Act as a liaison between the Global Services team and other departments to address concerns, share feedback, and refine training resources.

Who You Are:

• Experience: 8+ years in a consulting, professional services, or learning and development role (experience in a customer-facing services organization preferred)
• Strong Communication Skills: Exceptional ability to create clear, concise, and engaging training materials, presentations, and written content.
• Project Management: Proven ability to effectively manage multiple projects, deadlines, and priorities.
• Knowledge of Learning Platforms: Experience with LMS platforms to create courses and track learning progress.
• Cross-functional Collaboration: Comfortable working with diverse teams and stakeholders across departments.
• Technical Proficiency: Familiarity with product onboarding, professional service processes, and relevant tech platforms (e.g., CRM, product management tools).
• Problem-Solving: Ability to anticipate needs, troubleshoot issues, and proactively find solutions for internal teams.
• Adaptability: Comfortable in a fast-paced, dynamic environment with the ability to adapt to shifting priorities and timelines.

Preferred Skills:

• Experience working in tech, SaaS, or similar industries.
• Experience working within a Services organization and familiarity with both soft skill requirements and best practice processes
• Strong understanding of product lifecycle management
• Experience in soft-skill development and training
• Project or program management experience

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. Please visit Klaviyo Rewards to find out more about our Total Rewards package.
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:
$124,000 - $186,000 USD
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.
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.
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