Job Description
At arenaflex, we're 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 thrive in a rapidly changing world. With a presence in 6 countries globally – Australia, New Zealand, Singapore, Malaysia, the UK, and Canada – we've scaled to a $2 billion valuation and service over 300,000 businesses and more than 2 million employees. **The arenaflex Way** At arenaflex, we're proud of our unique DNA, which we call The arenaflex 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, leveraging technology to solve problems and enhance the effectiveness of our teams. 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, embodying a culture of focus, agility, and impact. 6. **We Expect High Performance**: We set a high standard and strive for excellence in everything we do. **This Role** We're seeking an Experienced Senior Manager, Scaled Customer Success APAC to join our team. This pivotal leadership role is responsible for building, leading, and developing a team of Scaled Customer Success Managers, focused on driving success and value for arenaflex's micro and mid-market customers across the APAC region. **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, fostering customer loyalty and increasing lifetime value. * Recruit, coach, and mentor a team of Scaled Customer Success Managers, developing their skills and expertise to drive success. * Design and oversee the execution of one-to-many digital campaigns to guide customers through their lifecycle, driving adoption, retention, expansion, saves, and advocacy. * Develop and oversee the delivery of scaled Quarterly Business Reviews (QBRs) through digital channels, demonstrating value and advising on best practices. * Drive a focus on customer training, certification, and engagement with the arenaflex community, ensuring customers achieve their business goals. * 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 analyse customer behaviour, 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 optimise 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:** * Analyse customer behaviour 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 analysing 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 analyse data, identify trends, and make informed decisions, with experience with A/B testing and reporting on key performance indicators. * 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, with 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 AI proficiency. **Preferred Qualifications:** * Experience in a customer success or related role, with a proven track record of driving success and value for customers. * Strong knowledge of customer success platforms, CRM, and marketing automation tools. * Experience with data analysis and reporting, with a focus on customer behaviour and product usage patterns. * Strong communication and interpersonal skills, with the ability to work effectively with cross-functional teams. **What We Can Offer:** * **Remote Work**: Work from anywhere, with the flexibility to own your time and impact. * **Cutting-Edge Tools**: Access to the latest technology and tools to amplify your work, knowledge, and outputs. * **Ambitious Colleagues**: Surround yourself with outcome-driven colleagues who challenge you to do the best work of your life. * **ESOP**: Own employee share options in one of the world's fastest-growing tech companies. * **Benefits**: Enjoy a wide range of benefits, including a generous home office budget, reward and recognition programs, learning and development programs, live classes and study support, subsidised egg freezing and generous parental leave, and an annual Global Gathering with destinations including Thailand, Vietnam, Bali, and Dubai. **Are We a Match?** If you're a strategic thinker with a passion for customer success, a strong analytical mindset, and a talent for creating engaging content, we'd love to hear from you. Click 'Apply' and our Talent Team will be in touch to discuss this exciting opportunity. **At arenaflex, we're committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy here: We celebrate diverse perspectives and experiences, and we warmly encourage people of all backgrounds and identities to apply. Apply for this job