Senior Manager, Customer Success and Implementation APAC (12-Month Fixed-term Contract)
At Playlist, life's richest moments happen when people step away from screens to move, connect, explore, and play. We're building the definitive platform for intentional living, connecting people with inspiring experiences in fitness, wellness, and beyond. With popular brands like Mindbody and ClassPass, Playlist empowers businesses and individuals, making it effortless for aspirations to become actions. Join us in reshaping technology's role to foster meaningful, real-world connections.
Mindbody equips wellness entrepreneurs with technology to support thriving businesses and create exceptional experiences. Innovation and curiosity drive our culture, connecting businesses and individuals through cutting-edge solutions. Join us if you're passionate about enhancing wellness through technology.
The Customer Success and Implementation organization ensures customers achieve their desired outcomes and derive maximum value from Mindbody products and services. The team builds strong customer relationships and efficient internal processes to enable quick, accurate site configuration and drive successful long-term adoption, value, and growth for our customers. This organization includes roles focused on onboarding, customer training, and long-term customer engagement to drive satisfaction, retention, and account growth.
JOB SUMMARY:
The Senior Manager, Customer Success & Implementation is the primary leader responsible for post-sales onboarding and success in the region. They serve as the go-to expert for all APAC-specific needs, nuances, and priorities relating to Customer Success and Implementation.
This role partners closely with regional Sales leadership and broader APAC leadership to ensure adequate coverage, alignment against strategic priorities, and a seamless customer experience. The Senior Manager oversees SMB, MM, & SA implementation and customer success teams across APAC, driving strong execution on customer onboarding, adoption, retention, and satisfaction, while ensuring alignment with the global strategy and tailoring approaches to regional needs.
MINIMUM QUALIFICATIONS AND REQUIREMENTS:
- Bachelor’s degree in business, technology, or related field.
- 6+ years of experience in customer success, implementation, or related roles within SaaS.
- 2–3 years of people management experience, ideally within Professional Services or Customer Success.
- Demonstrated ability to implement post-sales strategies tailored to regional requirements.
- Knowledge of APAC customer success practices, including onboarding, adoption, retention, and satisfaction.
- Experience in working cross-functionally with Sales, Product, and other teams.
- Proven skills in capacity and resource planning, with an ability to adapt to regional market differences.
- Strong leadership and coaching abilities, fostering high-performing teams. Including management of managers.
- Analytical skills with experience using data to guide decisions and improve outcomes.
- Strong written and verbal communication skills, able to influence and collaborate with senior stakeholders.
- Demonstrated success in building and scaling training programs across diverse customer segments and geographies.
- Strong business acumen with the ability to translate strategic goals into actionable plans.
- Experience with Gainsight and Salesforce.
- Experience defining and tracking KPIs to measure success of customer success and implementation initiatives.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Act as the primary regional leader and subject matter expert for all things Customer Success & Implementation in APAC.
- Lead and develop APAC teams responsible for implementation and customer success.
- Partner closely with Sales and APAC leadership to ensure regional strategies are aligned with go-to-market priorities and resourcing needs.
- Execute strategic plans to enhance customer onboarding, adoption, satisfaction, and retention, while adapting to regional nuances.
- Surface and analyze APAC Customer Success and Implementation performance data to partner with Sr. Director to demonstrate impact, help inform leadership decisions, and support recommendations for investment, optimization, and new opportunity areas.
- Ensure smooth transitions and successful deployments for customer onboarding and implementation in APAC.
- Collaborate with global Customer Success and Implementation leadership to share learnings, align on best practices, and represent the APAC voice in global strategy discussions.
- Partner with cross-functional teams (Sales, Product, Engineering, Support) to deliver a seamless customer experience.
- Monitor regional customer feedback, identify trends, and adjust strategies to meet evolving needs, highlighting findings with other regional leaders, and collaborating to meet changing customer needs.
- Support revenue growth by identifying upsell/cross-sell opportunities in partnership with Sales.
- Drive efficiency and performance through effective processes, tools, and data-driven decision-making.
- Recruit, develop, and retain top talent across the APAC Customer Success & Implementation teams.
- Manage budgets and resources effectively to achieve regional performance goals.
SCOPE OF SUPERVISION/AUTHORITY:
Duties are performed under limited supervision. Decision making authority is broad within the scope of assignments. This position requires self‐direction and continuous evaluation of priorities to ensure completion by deadlines. All decisions and consulting will reflect adherence with internal policies and state and federal law. This position plays a key role in recruiting, supervising, evaluating, mentoring and if necessary, dismissing team members. Although this role can operate successfully with little direct supervision, all operational changes particularly those relating to job function changes, raises, service level goals, and anything budget related must be agreed upon by the department Executive.
The incumbent or successful candidate must meet the job requirements above in order to perform the essential functions of this position and achieve the outcomes/results indicated in this job description. The Company will make every effort to make reasonable accommodations upon request to enable qualified individuals with known disabilities to perform the essential functions of their job.
Have we piqued your curiosity?
Sound like the role for you? We’d love to hear from you! Even if you’re not 100% sure about potential fit, we still encourage you to apply. We’re looking for the right person, not the perfect series of checkboxes.
The Company is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.
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Note: This description outlines key responsibilities but isn’t intended to cover every task or duty. Additional responsibilities may be assigned as needed to support the team and business goals.