Senior Onboarding Specialist, Mandarin Speaker

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 klaviyo.com/careers to see how we empower creators to own their own destiny. At Klaviyo, we value the unique backgrounds, experiences, and perspectives each Klaviyo brings to our workplace 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. About the team Klaviyo's Onboarding team sets new customers up for long-term success from the moment they sign. We guide businesses of every size through setup, integration, and their first customer experiences on Klaviyo so they reach value quickly and build a strong foundation for growth. We work closely with Sales, Customer Success, Support, Product, and Engineering so every customer has a smooth path from signed contract to live revenue. Our best Onboarding Specialists are customer-obsessed, technically curious, and strong project leaders. They turn complex implementations into clear plans, build trust quickly with every stakeholder, and measure their success by customer outcomes, not tasks completed. About the role As Senior Onboarding Specialist, APAC, you'll be the first point of contact for new Klaviyo customers in the region. You'll guide them through their first 30 to 90 days, from sale to a successful go-live, and help them launch the first customer experiences that drive revenue. You'll join as a founding member of our Singapore team, so this role is both hands-on and foundational. Alongside owning a portfolio of onboardings, you'll help shape how Klaviyo onboards customers across APAC: what great looks like, which processes scale, and where the product and onboarding experience need to improve for this market. Our customers vary widely in size, maturity, and technical setup. This role suits someone who enjoys solving unique problems creatively, thrives in challenging situations, and can move easily between technical troubleshooting and strategic marketing advice. How you'll make an impact • Own new customer relationships from sale through successful go-live, acting as their trusted guide and advocate throughout onboarding. • Lead the implementation phase for each customer, including scope definition, project plans, resourcing, and timelines. • Give proactive, strategic advice on Klaviyo best practices so customers hit their initial business goals and build their first campaigns and flows with confidence. • Support customers on technical and non-technical questions, including integrations, data setup, marketing strategy, and wider ecommerce configuration. • Explain complex concepts clearly to both technical and non-technical users across a wide range of technologies and platforms. • Diagnose software issues, resolve customer concerns through established processes, and escalate appropriately when needed. • Review customer dashboards proactively, address open issues early, and keep messaging consistent across every touchpoint. • Monitor onboarding health, including time to first KAV, across your portfolio and act as a point of escalation when customers are at risk. • Set priorities and build technical health plans for open problems so issues are resolved quickly. • Run onboarding post-mortems, identify what worked and what didn't, and turn lessons learned into documented best practices. • Document troubleshooting and resolution steps to build a shared knowledge base for the growing APAC team. • Act as a product expert and bring customer insights to Product and Engineering to improve integrations, setup, UI, and anything else slowing customers down. • Surface, coordinate, and drive new ideas to improve onboarding processes as a founding member of the Singapore team. • Contribute to a team culture of collaboration, customer empathy, equality, and inclusion. What success looks like • New customers reach go-live on time and achieve their first KAV quickly, with strong early engagement on the platform. • Customers finish onboarding with a clear strategy, working integrations, and live campaigns and flows that drive revenue. • High customer satisfaction and confidence at the end of onboarding, with smooth handoffs to Customer Success. • Issues are spotted early, escalated appropriately, and resolved efficiently, with few surprises for customers or internal teams. • A growing library of documented best practices, playbooks, and troubleshooting guides tailored to APAC customers. • Measurable improvements in onboarding processes and time to value, driven by your post-mortems and feedback. • Product and Engineering see you as a credible source of customer insight that shapes real improvements. • Customers and internal stakeholders view you as a trusted, proactive operator who can manage complex implementations without heavy manager involvement. Who you are • 4+ years of customer onboarding, implementation, or related customer-facing SaaS experience, with a track record of building relationships with multiple stakeholders on an account. • Strong project manager with excellent organization skills and experience running several implementations at once. • 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. • A track record of creative problem-solving for customers. • Experience in marketing or advising customers on marketing strategy is a pl…