01Overview
Unlock the Future of Customer Success with careerzynith 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 careerzynith, 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 careerzynith achieve its mission to make employment easier and more valuable for everyone. About careerzynith careerzynith 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 careerzynith, 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 careerzynith 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 .
