Senior Manager, Implementation and Client Success

Manatal is an HRTech software service (B2B SaaS) company headquartered in Bangkok, Thailand. Manatal is one of the fastest-growing start-ups in the region and is backed by Surge and Sequoia Capital. Manatal has a global presence and is trusted by thousands of businesses in over 135 countries and is recognized by Forbes as Best Recruiting Software of 2024.

Our goal is to transform the entire hiring process by making it simple, efficient, and enjoyable for recruiters, hiring managers, and candidates alike.

Our mission is to offer the best-in-class AI-powered technologies to empower small, medium, and large businesses in their staffing & recruitment transformation.

About the Role

As an Senior Manager, Implementation & Client Success, you will play a crucial supporting role in ensuring the smooth onboarding of large enterprise and high-value accounts. You will work closely with the Customer Success Team to handle operational tasks, streamline onboarding workflows, and track key milestonesallowing CSMs to focus on relationship building, adoption, and retention.

Key Responsibilities

Operational Support for Large Account Onboarding

• Own the execution of onboarding workflows, ensuring all tasks are completed in a timely and structured manner.
• Manage operational processes, including:
  • Scheduling and coordinating training sessions with customer success.
  • Ensuring completion of onboarding checklists and compliance with predefined onboarding milestones.
  • Reviewing and tracking feature requests to align with customer needs.
  • Overseeing data migrations for large customers, ensuring accuracy and efficiency.

Feature Activation & Customer Engagement

• Ensure proper setup and utilization of key platform features such as career page, job boards, reports, and automation tools to maximize adoption.
• Monitor product usage and activity, identifying accounts that need additional support or engagement.
• Proactively identify and resolve adoption bottlenecks, ensuring clients gain value from Manatals platform as quickly as possible.

Collaboration with Customer Success & Cross-Functional Teams

• Act as a bridge between Customer Success and Support, ensuring a seamless onboarding process.
• Provide real-time updates to the Upper Management on account progress and onboarding completion.
• Work with Customer Success and Product teams to address feature gaps and escalate critical issues impacting onboarding.

Ongoing Client Success & Check-Ins

• Coordinate quarterly reviews for newly onboarded clients during their first six months, ensuring they are successfully adopting key features.
• Track and analyze onboarding performance metrics, ensuring accounts progress smoothly through activation and adoption phases.
  
• Identify bottlenecks in the onboarding process and recommend automation or efficiency improvements.
  
• Maintain detailed documentation on onboarding workflows, best practices, and common customer pain points.
  
• Track and report customer feedback related to onboarding, contributing insights to improve the product experience.
  

What You Bring

• 5+ years of experience in a SaaS Customer Success, Account Management, Implementation, Operations, or Onboarding role.
• Understanding of customer onboarding, data migrations, and technical troubleshooting.
• Strong organizational and project management skills to handle multiple accounts and processes simultaneously.
• Ability to work cross-functionally with Customer Success, Support, and Product teams.
• Excellent attention to detail and documentation skills to track and ensure a seamless onboarding journey.
• Tech-savvy with experience using CRMs (HubSpot), ticketing systems (JIRA, Intercom), and data migration tools.
• Excellent English communication skills, both written and verbal.

Working with Manatal

• This role is based at our Bangkok office in the heart of the city center
• As a team of diverse cultures and nationalities, English language proficiency is required
• We enjoy collaborating in person and the team is working on-site

Why you'll enjoy working with Manatal

• Well-funded start-up backed by Surge & Sequoia
• Be part of one of the fastest-growing B2B SaaS start-ups in the region
• You will be collaborating with talented individuals in the industry
• Join a lively and highly international team
• Indulge in a challenging and innovative working culture
• Attractive medical healthcare plan
• Personal development allowance
• 2 weeks of work from anywhere per year
• Regular fun team-building activities
• Company trip

Apply on our Careers Page
If you are a fit for this role and are excited to join Manatal, please follow this link to apply https://www.careers-page.com/manatal/job/L7583WXX

Watch our Demo
https://www.youtube.com/watch?v=-GG1GqXkAKQ
https://www.youtube.com/watch?v=VjinpYMUMoc

Manatal Hiring
At Manatal, we are dedicated to building an intuitive AI-powered application tracking system to streamline and transform the entire hiring and recruitment process.

We are devoted to attracting the best talent worldwide to join our team and take pride in being an equal-opportunity workplace. We are committed to equal employment opportunities regardless of religion, race, ethnicity, ancestry, national origin, gender, gender identity, sex, sexual orientation, marital or parental status, disability, age, citizenship or other class protected by applicable law.