Senior Manager, Scaled Customer Success APAC at arenaflex

Unlock the Future of Customer Success with arenaflex

Are you a seasoned leader with a passion for driving customer success at scale? Do you thrive in a fast-paced, dynamic environment where innovation and collaboration are key? Look no further than arenaflex, a pioneering company revolutionizing the way businesses operate. As a Senior Manager of Scaled Customer Success APAC, you'll play a pivotal role in shaping the future of customer success and helping arenaflex achieve its mission to make employment easier and more valuable for everyone.

About arenaflex

arenaflex is on a mission to make employment easier and more valuable for everyone. Our Employment Operating System brings hiring, HR, payroll, and benefits into an all-in-one solution, empowering businesses to streamline their operations and focus on growth. Since our inception in 2014, we've scaled to a $2 billion valuation and gained a presence in 6 countries globally – Australia, New Zealand, Singapore, Malaysia, the UK, and Canada. We now service over 300,000 businesses and more than 2 million employees.

The EH Way

At arenaflex, we're proud of our unique DNA, which we call The EH Way. This guiding philosophy is built on six core principles: 1. Mission First: Everything we do is driven by our mission to make employment easier and more valuable for everyone. 2. Remote First: We champion a remote environment with a preference for asynchronous communication and a high degree of autonomy. 3. AI First: We're committed to using AI to accelerate our mission, and AI is not just a tool – it's a fundamental part of how we operate, innovate, and scale. 4. Apolitical: We do not take a position on political or social topics, unless it relates to our mission. 5. We Live by Our Values: We role model our values 100% of the time. 6. We Expect High Performance: We set a high standard, and we're not satisfied with being average.

The Role

As a Senior Manager of Scaled Customer Success APAC, you'll be responsible for building, leading, and developing a team of Scaled Customer Success Managers. Your key focus areas will be:

• Developing and executing digital-first strategies to drive product adoption, identify opportunities for expansion, and ensure customers achieve their business goals through virtual engagements.
• Leveraging technology and data to deliver positive outcomes across a large customer base at scale.
• Recruit, coach, and mentor a team of Scaled Customer Success Managers.
• Develop quarterly plans and forward-thinking strategies.
• Set clear performance objectives and provide regular feedback to direct reports.
• Foster a collaborative and high-performance team environment.
• Drive AI innovation across the scaled segment and Customer Success team.

Key Responsibilities

* Develop and execute digital-first strategies to drive product adoption, identify opportunities for expansion, and ensure customers achieve their business goals through virtual engagements.

• Leverage technology and data to deliver positive outcomes across a large customer base at scale.
• Recruit, coach, and mentor a team of Scaled Customer Success Managers.
• Develop quarterly plans and forward-thinking strategies.
• Set clear performance objectives and provide regular feedback to direct reports.
• Foster a collaborative and high-performance team environment.
• Drive AI innovation across the scaled segment and Customer Success team.
• Design and oversee the execution of one-to-many digital campaigns (e.g., email workflows, in-app messaging) to guide customers through their lifecycle.
• Develop and oversee the delivery of scaled Quarterly Business Reviews (QBRs) through digital channels such as automated, personalized reports to demonstrate value and advise on best practices.
• Drive a focus on customer training, certification, and engagement with the arenaflex community.
• Oversee the development and execution of targeted digital campaigns to drive the adoption of key features and new products relevant to customer segments and their business objectives.
• Manage robust playbooks to identify at-risk customers with proactive and reactive offers and negotiations.

Data-Driven Insights & Optimisation

* Build signal models to monitor and analyze customer behavior, product usage patterns, NPS, and engagement metrics to identify risks and opportunities across the customer base.

• Use these insights to develop and refine targeted, proactive interventions and campaigns.
• Continuously map and optimize the digital Customer Success journey to identify areas for improvement and implement automated "playbooks" that enhance the customer experience and drive value.
• Partner with analytics and billing to drive proactive target campaigns based on propensity to churn models.

Growth Identification & Collaboration

* Analyze customer behavior to identify patterns that indicate expansion potential.

• Collaborate with Sales and HV Customer Success teams by surfacing qualified leads for upsell and cross-sell closure.
• Act as the voice of our scaled customers by systematically gathering and analyzing customer feedback from digital sources to inform the Product and Marketing teams of key trends and needs.

Essential Qualifications

* Data-Driven & Analytical: A strong ability to analyze data, identify trends, and make informed decisions. Experience with A/B testing and reporting on key performance indicators is essential.

• Digital Engagement Expert: Proven experience in creating and managing digital campaigns through marketing automation, or customer success platforms.
• Strategic Thinker: The ability to think strategically about how to achieve customer success at scale, designing programs and processes that are both effective and efficient.
• Excellent Communicator: Outstanding written and verbal communication skills, with a talent for creating clear, concise, and engaging content for a broad audience.
• Tech Savvy: High proficiency with Customer Success platforms (e.g., Gainsight, Vitally), CRM, and marketing automation tools. A passion for using technology to solve problems.
• Collaborative Spirit: A team player who can work effectively with cross-functional teams, including Sales, Marketing, Product, and Finance to deliver a seamless customer experience.
• Proactive Problem-Solver: A resourceful and proactive approach to identifying and addressing systemic customer challenges through scalable solutions, not individual case management.
• Leader and Adopter of AI: Eagerness to leverage AI and automation to scale administrative tasks and enhance the effectiveness of customer success while being the team's champion to drive the team to AI proficiency.

What We Can Offer

At arenaflex, we don't just talk about a better way to work – we live it. Joining arenaflex means:

• You will work remotely, with the flexibility to own your time and impact.
• You will access cutting-edge tools to amplify your work, knowledge, and outputs.
• You'll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life.
• You'll own ESOP (employee share options) in one of the world's fastest-growing tech companies.
• You'll also have access to a wide range of benefits, including:

+ A generous home office budget. + Reward and recognition programs. + Learning and development programs, live classes, and study support. + Subsidized egg freezing and generous parental leave. + Annual Global Gathering – with recent destinations including Thailand, Vietnam, Bali, and next up, Dubai in 2025.

Are We a Match?

Think we're the right match for you? Fantastic – click 'Apply' and our Talent Team will be in touch. At arenaflex, we are committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy here: https://arenaflex.com/legals/applicant-policy/ We celebrate diverse perspectives and experiences, and we warmly encourage people of all backgrounds and identities to apply. Apply now and join the arenaflex team in shaping the future of customer success! Apply for this job