Manager, Onboarding

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.
As Manager, Customer Onboarding, you will be responsible for leading a team of Onboarding Specialists who help set up our customers for long-term success with Klaviyo. Our Onboarding Specialists are the first point of contact for new customers, guiding them through their first 60-90 days to ensure a successful implementation of the Klaviyo platform, delivering fast time to value and a solid foundation upon which to build upon their marketing and growth strategy.
In this role, you will work closely with other managers across the organization to drive global initiatives to continuously evolve the customer experience as part of our customer-focused, results-driven organization. You will coach and support your team in their development, and you will adapt your team's processes and ways of working as we constantly strive to improve customer satisfaction and retention. We are looking for individuals who have a track record of finding creative solutions to unique problems, are excited to motivate their team to meet and exceed their goals, and thrive in a fast-paced and rapidly innovating environment.
How You Will Make a Difference

• Serve as a coach and a leader, managing day-to-day operations, performance management, data analytics, and process improvement for a team of 7-9 direct reports.
• Support and advise your team members to drive positive outcomes for our customers, prioritizing rapid time to value and healthy onboarding results which set customers up for long-term success with Klaviyo.
• Proactively identify risk, develop mitigation plans, serve as a point of escalation, and execute resolution plans in a manner that builds trust with both customers and Klaviyo team members.
• Assess customer sentiment for your team, recognize trends, identify best practices, and develop targeted actions to improve outcomes.
• Invest in the professional growth of your team members by working with each to clearly understand career path goals, identify strengths and opportunities for skills-based development, set targets, build growth plans, and provide consistent and clear feedback.
• Work collaboratively and cross-functionally to understand needs, analyze data, propose solutions, build action plans, and lead internal projects.
• Help to scale and upskill the Onboarding team to support our ever-growing global customer base.
• You will have a great opportunity to work closely with multiple teams such as Product, Engineering, Support, Sales, Success teams (and more)! Example: Gather and analyze customer feedback and work strategically with internal teams to enhance the product in order to achieve customer business objectives.

Who You Are

• Passionate about customers!
• Self-motivated, eager to learn, and energized by a fast-paced environment
• Dedicated to providing the highest-quality customer experience, with a proven track record of driving teams to achieve and exceed customer success-focused metrics.
• An experienced team builder and people leader with strong relationship building skills.
• Agile and adaptable, with an understanding of how to simultaneously move quickly while effectively managing change.
• Recognized as a trustworthy partner with an ability to work across internal teams and leadership to solve problems creatively and collaboratively
• 2+ years managing at least 4 team members or team leads, in a Customer Success Team (CSM or Onboarding/Implementation Specialists) for a high-growth SaaS company
• Experienced in SaaS onboarding, implementation, or project management. Marketing Technology and Marketing Strategy Advising experience is a plus

Our salary range reflects the cost of labour in the country where the job post is advertised. 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 - Global Benefits 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 in Local Currency:
€76.000 - €114.000 EUR
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.
IMPORTANT NOTICE: Our company takes the security and privacy of job applicants very seriously. We will never ask for payment, bank details, or personal financial information as part of the application process. All our legitimate job postings can be found on our official career site. Please be cautious of job offers that come from non-company email addresses (@klaviyo.com), instant messaging platforms, or unsolicited calls.
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