Deputy Head of Customer Experience

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.

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.

Role Overview

We are looking for a hands-on operational leader to helm our newly unified Customer Experience team. This is a pivotal Player-Coach role where strategy meets execution. You will serve as the team manager orchestrating the full client lifecycle from Inbound Lead Qualification (BDR) to Post-Sales Activation (Account Management). You will directly supervise the Inbound BDR team (via the Team Lead) and the Account Management team ensuring a seamless flow from Lead to Active User.

Simultaneously you will lead by example as a Principal Onboarding Lead. You will personally execute the implementation of our largest Enterprise accounts ensuring our highest-value clients receive executive-level attention while you drive the broader department strategy.

Key Responsibilities

Department Leadership & Strategy (BDR & Account Management)

• Lead the consolidated Customer Experience department aligning the Inbound BDR and Account Management functions to maximize Speed-to-Lead and accelerate Time-to-Value.
• OKR Management: Define track and execute quarterly Objectives and Key Results (OKRs) for the department ensuring alignment with company-wide revenue and efficiency goals.
• Inbound BDR Supervision: Supervise the Inbound BDR team and partner closely with the Lead BDR to optimize lead qualification criteria and ensure pipeline quality meets high standards.
• Account Management Supervision: Directly manage the Account Management team ensuring they drive adoption retention and upsell opportunities for our SMB and Enterprise segments.
• Define and track team-wide KPIs including Pipeline Generated Lead-to-Demo Conversion Onboarding Velocity CSAT and Expansion MRR.
• Other tasks by CEO or Management.

Enterprise Onboarding & Activation

• Personally execute and manage onboarding workflows from kickoff through launch for a dedicated book of High-Value/Enterprise accounts.
• Coordinate with internal teams to ensure delivery of training sessions data migration feature setup and technical configuration for these clients.
• Track onboarding progress proactively flag bottlenecks and escalate product or support issues as needed.
• Document and share client-specific onboarding plans and milestones in our CRM to set the standard for the wider team.
• Ensure all onboarding checklists and milestone deliverables are completed within the agreed timeframe.

Cross-Functional Collaboration

• Act as the primary bridge between the Pre-Sales (BDR) and Post-Sales (AM/Onboarding) teams creating feedback loops to improve lead quality based on onboarding outcomes.
• Consolidate and present team health insights to the head of Department highlighting pipeline risks and onboarding blockers.
• Collaborate with Product to prioritize feature requests based on sales conversations and onboarding points.

Qualifications

• 7 years of experience in Customer Success Sales Operations or Onboarding in a B2B SaaS environment with at least 4 years in a people management role.
• Hybrid Skillset: Proven ability to manage a teams performance while simultaneously carrying an individual caseload of complex client projects.
• Experience managing or working closely with Inbound Sales/BDR teams is highly preferred.
• Excellent English written and verbal communication skills.
• Strong familiarity with CRM (HubSpot) support tools (Intercom) and data migration or implementation tools.
• Excellent organizational and time management skills capable of switching contexts between strategic leadership and tactical execution.
• Analytical mindset with the ability to interpret pipeline data and customer usage signals to drive department-wide action.

Bonus Points

• Experience with HR Tech ATS or recruitment SaaS products.
• Familiarity with HelloNext or similar feature request platforms.
• Previous success managing both high-touch and low-touch accounts simultaneously.

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 youll 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 our Demo
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.