Customer Success Manager - Vietnam HCMC

As a Customer Success Manager, you will be proactively driving adoption and retention. You will be building relationships with the customers and ensuring the services they need to receive maximum impact. You will work in coordination with Product Onboarding, Technical Account Management, and Account Management teams, and you will be the primary contact of the partner.

Responsibilities

Proactively drive adoption and retention; Build relationships with customers and ensure they receive maximum impact; Act as the primary contact and orchestrate efforts to keep adoption and usage high; Be the face of Insider to clients and bridge their needs with our technology; Help clients understand their needs and which features and products best match their goals; Monitor and facilitate customer adoption of our technology; Work with engineers, developers, and product specialists to ensure full tech support when needed; Develop and maintain key account plans to boost the value added to clients' organizations; Provide constant feedback on market trends, unmet needs, and opportunities; Establish a trusted advisor relationship ensuring customer satisfaction; Plan strategies to help customers meet objectives and drive resolution on escalated issues; Bring new product ideas and help shape the product roadmap; Be responsible for gross retention, CSAT, health score, and lock-in score of partners.

Requirements

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.

Benefits

Be part of a diverse team with 50+ nationalities; Internal trainings covering AI fundamentals, coding, foreign languages, and personal development skills; Access to Spotify, LinkedIn Learning, Blinkist, MasterClass, and CloudGuru; Eligibility-based ESOP share ownership; Referral bonuses; Opportunities for volunteering and social impact projects; Global retreats and team-building activities.