Onboarding Specialist

Position Overview

At Klaviyo, we value the unique experiences each team member brings. As an Onboarding Specialist, you are the first point of contact for new customers and play a key role in setting them up for long‑term success with the Klaviyo platform. You will guide customers through their first 30‑90 days—designing customized project plans, providing proactive 1:1 support to drive product adoption, and building long‑lasting relationships to eliminate friction and accelerate time-to‑value.

Key Responsibilities

• Own customer relationships from post‑sale through successful “go live” in the first 30‑90 days, onboarding multiple clients simultaneously.
• Develop and track project plans to help customers build out their initial use cases and achieve immediate business goals.
• Advise customers on best practices to achieve fast time‑to‑value, including guidance on product set‑up, configuration, testing, and performance analysis.
• Provide strategic support on both technical and non‑technical questions (e.g., deliverability, marketing, sales, setup).
• Conduct discovery sessions to understand customer use‑cases and integration needs, engaging key internal stakeholders as needed.
• Monitor customer dashboards and onboarding success metrics to identify at‑risk accounts and prioritize engagement.
• Address open issues and retention risk through creative problem solving and act as an escalation point across teams.
• Proactively suggest and drive new ideas to improve the onboarding experience and reduce time‑to‑value.

Required Qualifications

• 2‑3+ years of customer success or onboarding experience with a proven track record of building and nurturing relationships across multiple accounts.
• Experience in understanding customer goals, building customized project plans, and finding creative solutions to achieve key objectives.
• Excellent organizational and project management skills with consistent on‑time delivery of outcomes.
• Strong analytical and creative problem‑solving abilities.
• Excellent verbal and written communication skills, with the ability to make recommendations and persuade stakeholders.
• Proven interpersonal skills to manage customer expectations, relationships, and mitigate risk as needed.
• Outstanding time management skills with the ability to prioritize tasks and meet deadlines.
• A collaborative spirit that thrives in a fast‑paced and evolving environment.
• Experience managing customer relationships through tools like Salesforce, Certina, or similar CRMs.
• Proficiency with Microsoft Office Suite, G‑Suite, Google Sheets, and PowerPoint.

Preferred Qualifications

• Experience in marketing technology and advising customers on marketing strategy.
• Experience using email marketing and E‑Commerce platforms.

Benefits & Perks

• Base Pay Range For US Locations: $63,200—$94,800 USD
• Total Compensation Package may include an annual cash bonus plan, variable compensation (OTE) for sales and customer success roles, equity, and sign‑on payments.
• Comprehensive range of health, welfare, and wellbeing benefits based on eligibility. Please visit Klaviyo Rewards for more details.
• Additional details regarding salary/OTE for your preferred location will be provided by your recruiter during the hiring process.