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Salary: SGD 112,000 - 168,000 / annual
Klaviyo is seeking a Senior Onboarding Specialist to join its founding Singapore team and lead customer onboarding across the APAC region. You will be the first point of contact for new Klaviyo customers, guiding them through their first 30–90 days from sale to successful go-live and helping them launch their first revenue-driving customer experiences.
As a founding member of the Singapore team, this role combines hands-on execution with strategic influence. You will own a portfolio of customer onboardings while helping shape how Klaviyo onboards customers across APAC—defining what great looks like, identifying scalable processes, and surfacing product and experience improvements needed for the market.
Key Responsibilities:
- Own new customer relationships from sale through go-live, acting as trusted guide and advocate.
- Lead implementation phases including scope definition, project planning, resourcing, and timelines.
- Provide proactive, strategic advice on Klaviyo best practices so customers hit initial business goals and build campaigns and flows with confidence.
- Support customers on technical and non-technical questions: integrations, data setup, marketing strategy, and ecommerce configuration.
- Explain complex concepts clearly to both technical and non-technical users across diverse technologies and platforms.
- Diagnose software issues, resolve concerns through established processes, and escalate appropriately.
- Review customer dashboards proactively, address open issues early, and maintain consistent messaging across touchpoints.
- Monitor onboarding health metrics (time to first KAV) and act as escalation point for at-risk customers.
- Run onboarding post-mortems, identify lessons learned, and document best practices.
- Build shared knowledge base for the growing APAC team through troubleshooting documentation.
- Act as product expert, bringing customer insights to Product and Engineering to improve integrations, setup, UI, and other friction points.
- Surface, coordinate, and drive ideas to improve onboarding processes as a founding team member.
- Contribute to team culture of collaboration, customer empathy, equality, and inclusion.
Success Metrics:
- New customers reach go-live on time and achieve first KAV quickly with strong early platform engagement.
- Customers finish onboarding with clear strategy, working integrations, and live campaigns/flows driving revenue.
- High customer satisfaction and confidence at onboarding completion with smooth handoffs to Customer Success.
- Issues spotted early, escalated appropriately, and resolved efficiently with few surprises.
- Growing library of documented best practices, playbooks, and troubleshooting guides for APAC.
- Measurable improvements in onboarding processes and time to value driven by post-mortems and feedback.
- Product and Engineering view you as credible source of customer insight shaping real improvements.
- Customers and internal stakeholders see you as trusted, proactive operator managing complex implementations independently.
Requirements:
- 4+ years of customer onboarding, implementation, or related customer-facing SaaS experience with track record of building relationships with multiple stakeholders on accounts.
- Strong project management skills with excellent organization and ability to run multiple implementations simultaneously.
- Clear, thoughtful communicator across phone, video, and email; able to adapt to technical and non-technical audiences.
- Experience helping end users reach key business goals with software.
- Track record of creative problem-solving for customers.
- Experience in marketing or advising customers on marketing strategy (preferred).
- Experience with email marketing and ecommerce platforms (preferred).
- Foundational knowledge of APIs (advantageous).
- Comfortable managing customer relationships in Salesforce or similar CRM; proficient with Microsoft Office, Google Workspace, and Google Sheets.
- AI fluent and comfortable using AI responsibly to improve productivity and model modern working practices.
- Curious, eager to learn, and able to adapt in fast-changing environment.
- Collaborative by nature, thriving in cross-functional teams.
- Proactive, accountable, and solutions-oriented; own outcomes, raise issues early, improve how work gets done.
- Fluency in Mandarin strongly preferred given customer base across region.
- Full authorization to work in Singapore without restrictions required.
