Customer Success Manager - Vietnam HCMC
On-siteHo Chi Minh City, Ho Chi Minh City (HCMC), Vietnam
Job Summary
Proactively drive adoption and retention by building relationships with partners and ensuring maximum service impact. Coordinate with Product Onboarding, Technical Account Management, and Account Management teams as the primary contact to orchestrate efforts that keep usage high. Provide tailored use cases, facilitate panel usage, and train new partners while acting as a consultant to align product usage with specific needs. Monitor and improve gross retention, CSAT, health score, and lock-in score through proactive actions. Develop key account plans to boost client value, plan strategies to meet objectives, and prioritize resolution on escalated issues. Serve as a trusted advisor to establish overall satisfaction, provide constant feedback on market trends and unmet needs, and bring new product ideas to shape the roadmap.
Required Qualifications
- A university degree in Business, Marketing, or related fields
- 4+ years relevant work experience in customer-facing customer success, account management, or strategic consulting organization within Martech or SaaS
- Strong communication skills in both writing and speaking (English & Malay)
- High sense of responsibility and accountability
- A strategic thinker with excellent project management skills
- Customer-oriented and able to establish a robust relationship with the assigned customer base
- A self-motivated, proactive teammate with innovative ideas to inspire customer loyalty and adoption
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