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Manager, Onboarding, APAC

  • Sydney, AUS
  • Customer Success

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 to see how we empower creators to own their own destiny.

About The Team

We are looking for a Manager of Customer Onboarding to join our Sydney Office who is passionate about providing the best onboarding experience and support to APAC customers. 

Our Sydney team began to take shape in early 2022 and has now built our go to market teams in sales, customer success, partnerships, marketing, recruiting and product support. As the team grows we will see a continued expansion of Klaviyo’s customer base and the building of a fantastic working culture in line with what we see elsewhere in Klaviyo but with its own local identity. This is your unique opportunity to join us at a very early stage and help to shape our future.

About The Role

As a Manager, Customer Onboarding you will lead the APAC Onboarding Specialist team, reporting to the Snr Manager, Customer Success.

You will be responsible for interviewing, hiring, evaluating, training, coaching, and leading a team of new and established Onboarding Specialists in a fast-paced and rapidly changing environment. You will work closely with the other Managers in the Customer Success Org to help build a team of highly successful Customer Onboarding professionals who are able to execute exceptional tailored customer onboarding initiatives to our rapidly growing portfolio. As part of our customer-focused, results-driven organization, you will also be responsible for fast-tracking value while setting customers up for long term success.

How You Will Make a Difference

  • Manage a team of 6-7 direct reports.
  • Recruit, interview, hire, and train new team members.
  • Serve as a coach and a leader, helping to develop the skills of your individual contributors so they are able to achieve their career goals.
  • Supporting and advising team members in their day to day responsibilities including driving customer outcomes through successful customer training, content and other educational initiatives.  
  • Serve as a point of escalation for customer issues and resolve those issues in a manner that builds trust with both customers and Klaviyo team members.
  • Manage day-to-day operations, data analysis, goal setting, career development, performance management, and process improvement.
  • Be a leader in the company, with an excellent attitude that inspires others to do their best work.
  • Proactively (and collaboratively) remove roadblocks getting in the way of others
  • Assess customer sentiment for your team, discovering trends to improve or capitalize on to improve customer outcomes. 
  •  Help to scale the Onboarding Program to support our ever growing APAC customer base
  • You will have a great opportunity to work closely with multiple teams such as Product, Engineering, Support, & Success teams (and more)! Here’s a way that you will do that:  You will take the customers’ feedback and work strategically with those teams to enhance the product in order to achieve their business objectives 

Who You Are

  • Passionate about customers!
  • A successful manager and team builder through excellent motivation, leadership, and interpersonal skills
  • Agile, adaptable, and excited that each day can bring new opportunities
  • You get energized when engaging with all levels of management across multiple teams
  • 2+ years managing at least 4 team members or team leads, ideally in a Customer Success Team (CSM or Onboarding/Implementation Specialists)  for a high growth SaaS company
  • A track record working creatively problem-solving and collaborating with Sales, Product, and Marketing to create an exceptional customer experience.
  • Self-motivated, eager to learn and thrive in a collaborative environment.
  • Passionate about creative problem solving for customers and internal teams.
  • Experience in SaaS Onboarding, Implementation, or Project Management. MarTech and Marketing Strategy Advising experience is a plus.
  • A track record for driving efficacy of team output related to customer success outcomes.
  • Eligibility to work in Australia without restriction.

Klaviyo benefits:
As part of the Klaviyo team you will be looked after with some great benefits, including private health cover for you and discounted for your household, financial and professional coaching, a generous annual learning allowance ($4.2k AUSD), 22 weeks maternity leave full pay primary caregiver leave (16 week secondary), unlimited holiday and free books (yes, any books!) to name a few.

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.

Upon request, you can receive additional information about the compensation and benefits for this role. Requests can be submitted here . Additional information regarding benefits can be found at .

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.

You can find our Job Applicant Privacy Notice here .

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