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

Cross-Functional Collaboration

Qualifications

Bonus Points

Working with Manatal

Why you'll enjoy working with Manatal

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 : / / manatal.careers-page.com / jobs / 37ff5b48-9b1c-4661-8048-0a93380ca47d

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.