Mandarin-Speaking Senior Onboarding Lead (APAC)

Klaviyo; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Klaviyo is building a Singapore-based onboarding team. As Senior Onboarding Specialist, APAC, you will guide new customers from sale to go-live and shape onboarding standards across APAC.

You’ll own a portfolio, lead implementations, and provide strategic guidance to help customers launch first campaigns and flows that drive revenue. You’ll join as a founding member of our Singapore team, shaping processes, interoperability with Product and Engineering, and scalable playbooks for APAC onboarding

Qualifications

• 4+ years of customer onboarding, implementation, or related customer-facing SaaS experience.
• Strong project management with 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.
• Track record of creative problem-solving for customers.
• Fluency in Business Mandarin is required.
• Full authorisation to work in Singapore without restrictions.

Responsibilities

• Own new customer relationships from sale through 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 e‑commerce 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 elevate 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.

Skills

Customer onboarding

Project management

Communication

Marketing strategy

APIs

Salesforce

Cross-functional teamwork

Tools

Salesforce

Microsoft Office

Google Workspace

Google Sheets

Job description

Klaviyo is building a Singapore-based onboarding team. As Senior Onboarding Specialist, APAC, you will guide new customers from sale to go-live and shape onboarding standards across APAC.

You’ll own a portfolio, lead implementations, and provide strategic guidance to help customers launch first campaigns and flows that drive revenue. You’ll join as a founding member of our Singapore team, shaping processes, interoperability with Product and Engineering, and scalable playbooks for APAC onboarding