Senior Manager, Customer Success and Implementation APAC (12-Month Fixed-term Contract)
The Senior Manager, Customer Success & Implementation APAC at Mindbody is responsible for leading post-sales onboarding and ensuring customer success across the Asia-Pacific region. This role serves as the primary expert on APAC-specific needs, collaborating closely with regional Sales and APAC leadership to align strategies and deliver a seamless customer experience. The position oversees implementation and customer success teams, driving strong execution in customer onboarding, adoption, retention, and satisfaction, while tailoring approaches to regional requirements.
Key responsibilities include acting as the regional leader for Customer Success & Implementation, leading and developing APAC teams, partnering with Sales and APAC leadership to align regional strategies with go-to-market priorities, executing strategic plans to enhance customer onboarding and retention, analyzing performance data to inform leadership decisions, ensuring smooth customer onboarding and implementation, collaborating with global leadership to share best practices, partnering with cross-functional teams to deliver a seamless customer experience, monitoring customer feedback to adjust strategies, supporting revenue growth through upsell and cross-sell opportunities, driving efficiency through effective processes and data-driven decision-making, recruiting and retaining top talent, and managing budgets and resources to achieve performance goals.
The ideal candidate will have a bachelor's degree in business, technology, or a related field, with over six years of experience in customer success, implementation, or related roles within SaaS, including 2–3 years of people management experience. They should demonstrate the ability to implement post-sales strategies tailored to regional requirements, possess knowledge of APAC customer success practices, and have experience working cross-functionally with Sales, Product, and other teams. Strong leadership and coaching abilities, analytical skills, and excellent communication skills are essential. Experience with Gainsight and Salesforce, as well as defining and tracking KPIs, is also required.
Mindbody offers a collaborative and innovative work environment focused on enhancing wellness through technology. Employees have opportunities for professional growth and development, working alongside passionate individuals dedicated to connecting businesses and individuals through cutting-edge solutions. The company values diversity and inclusion, encouraging people from all backgrounds to apply and contribute to reshaping technology's role in fostering meaningful, real-world connections.