Director, Customer Onboarding

| Greater Boston Area | Remote
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The Klaviyo Onboarding team is growing! We are looking for a Director manager to join our team as we focus on building out our upmarket customer experience. As a leader of the CS organization, your job is to solve for both the customer experience and our employee experience - you do this by creating trust with both our customers and our team through humility, open-mindness, and giving the team a strong sense of purpose with being part of the Customer Success organization. Your job is to empower the team giving them the clear vision, direction, and support they need to grow and be successful in helping our customers own their growth. 

You will be responsible for leading a team of managers to deliver on the vision of the Global Onboarding team to deliver a world class customer experience across our SMB and upmarket customer base. You'll be responsible for the growth and development of your team, driving efficiency through improved process and operationalizing plans, acting as an escalation point for customer and team issues (resolving them as they arise), and helping to develop the strategies necessary to reach Klaviyo’s goals. 

The position reports to the VP of Customer Success and works closely with the Senior Manager of CSM along with other teams and leaders across the company. You will fully own the SMB and MidMarket customer experience post-onboarding and will be responsible for driving customer time to value, retention and NPS.

We are looking for someone with a strong understanding of MidMarket and Enterprise customers, someone who has experience building and leading a team of Customer Success professionals, and has a SaaS background, preferable with an email platform. This person is highly collaborative and innovative with a track record of relentless & effective execution, and is excited to tackle some of our Klaviyo’s most challenging opportunities for improving the customer experience.

How You'll Make a Difference:

  • Develop a high-touch, upmarket customer onboarding experience focused around clear project plans, delivering quick time to value and creating successful customer relationships and Klaviyo advocates
  • Create and support positive and impactful relationships between sales and CS teams, where parties regularly review the customer experience, dissect and solve for internal friction points and review upcoming pipeline
  • Keep the customer journey at the center of all decisions and identifies key areas of opportunity to improve the customer experience. Responsible for key performance metrics such as retention, CSAT, NPS and customer health score
  • Responsible for working with the Director of CS to manage the planning and directing of the Onboarding business function successfully, setting the roadmap and quarterly OKRs and working with managers to ensure the goals cascade to all workers
  • Hires and develops managers; coaching through effective leadership, delegation, accountability and performance management. Responsible for development and performance management across the Onboarding team
  • Leverages data and objective measures to design and make key business decisions. Focused on the key strategies and execution of the business unit with visibility into cross functional impact
  • Assign accounts and distribute work across individuals for optimal customer coverage and team balance
  • Create an inclusive culture on their team through leading by example with being humble and open-minded,  and operating with high integrity by being open to feedback

Who You Are:

  • 7+ 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
  • Experience in SaaS Onboarding, Implementation, or Project Management. MarTech and Marketing Strategy Advising experience is a plus.
  • A successful leader 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
  • 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
  • A track record for driving efficacy of team output related to customer success outcomes

Get to know Klaviyo

Klaviyo is a world-leading marketing automation platform dedicated to accelerating revenue and customer connection for online businesses. Klaviyo makes it easy to store, access, analyze and use transactional and behavioral data to power highly-targeted customer and prospect communications. The company's hybrid customer-data and marketing-platform model allows companies to grow by fostering direct relationships with customers, without giving up their valuable data to popular big-tech ad platforms. Over 265,000 innovative companies like Unilever, Custom Ink, Living Proof and Huckberry sell more with Klaviyo. Learn more at www.klaviyo.com.

Klaviyo does not tolerate and prohibits discrimination, harassment or retaliation of or against job applicants, contractors, interns, volunteers or employees by another employee, supervisor, vendor, customer or any third party.

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Technology we use

  • Engineering
    • JavaLanguages
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    • SqlLanguages
    • ReactLibraries
    • Twitter BootstrapLibraries
    • Backbone.jsFrameworks
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Location

We're in the heart of the Financial district with easy access to public transportation and a short walk from South Station.
“Life’s Too Short To Work With Brilliant Jerks”: Klaviyo Employees Are Brilliant *And* Supportive
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An Insider's view of Klaviyo

What's something quirky about your company?

The simplest way I would describe the Klaviyo office is "energy". From the minute you start your day there's an excitement that everyone is working toward the common goal of helping businesses grow. It's a pretty amazing thing to be a part of and you can really feel it.

Jon

Director of Community Management

How do you collaborate with other teams in the company?

One of the great things about working at Klaviyo is that I get to work with amazing people from across the organization. While working in Finance isn’t intuitively a role that involves a lot of collaboration - Klaviyo’s finance team has regular interactions and team syncs with Sales Ops, Customer Support and the People Team!

Tai

Staff Accountant

What are Klaviyo Perks + Benefits

Klaviyo Benefits Overview

Klaviyo pours into team members by providing a diverse and inclusive environment. We also take pride in our quality health benefits and programs. In our efforts to achieve overall happiness for Klaviyos, we offer competitive salaries and 401K planning through Principal. Protect yourself against hardships with life and disability insurance, continue learning and developing with tuition reimbursement, and achieve peace with Headspace. Additional perks include unlimited vacation time, employee referral bonuses, commuter expenses, fitness reimbursements, free books, and a thriving company atmosphere.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
We have a diversity and Inclusion committee that sponsors monthly company-wide activities to educate and enrich our employees.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Klaviyo employees can contribute up to $2700 annually to their FSA.
Disability Insurance
Disability insurance that covers 60% of annual salary.
Dental Benefits
Our dental plan covers : 100% for preventative care., 80% for basic restorative, 50% for major restorative.
Vision Benefits
Our vision benefits plan covers 100% for annual eye exams with $150 for glasses and contact lenses.
Health Insurance Benefits
Life Insurance
Life insurance is equal to 1 times an employee's annual salary up to 300k.
Wellness Programs
Onsite Gym
Team workouts
Live virtual Yoga
Mental Health Benefits
For example, free access to Headspace meditation app
Retirement & Stock Options Benefits
401(K)
Klaviyo's 401k plan offers stocks, bonds and international index funds to choose from.
401(K) Matching
Company Equity
Klaviyo offers equity packages to full time employees.
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave.
Flexible Work Schedule
Klaviyo provides employees with a flexible work schedule that includes Core hours, Flexible start and end times.
Remote Work Program
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Klaviyo offers unlimited time off.
Paid Holidays
Paid Sick Days
Klaviyo offers unlimited time off.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Klaviyo offers Tax preferred transit and parking plans for employees.
Company Outings
Klaviyo Hosts bi-annual company parties and milestone celebrations when targets are reached ! ( usually once a year)
Game Room
Klaviyo offers ping-pong tables, and a number of different gaming consoles for employee use.
Stocked Kitchen
Klaviyo offers a WELL STOCKED FREE kitchen with snacks and drinks for all employees.
Some Meals Provided
Klaviyo often surprises employees with free breakfast or meals and Free lunch on Wednesdays for all!
Happy Hours
Happy hours are hosted Once per week on Fridays!
Parking
There is a parking garage in the building.
Recreational Clubs
Fitness Subsidies
Klaviyo offers 3 months of subsidised gym membership.
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Our tuition reimbursement plan offers an annual max of $3000 for continuing education.
Diversity Program
Lunch and learns
Klaviyo hosts weekly Lunch and Learns.
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
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