• Provide product training & guidance to users throughout the the onboarding and adoption phases.
• Encourage clients to use the product regularly, deeply, and broadly (increasing engagement, adoption, and utilization rate).
• Receive, empathize, and resolve customer issues (tickets), ranging from inquiries, feedback to bugs or technical problems.
• Ensure compliance with Service Level Agreements (SLAs) committed to clients, providing timely and effective responses and support to users.
• Leverage product knowledge and an understanding of users’ business needs to advise them on optimal ways to operate and apply the product.
• Other tasks assigned by the Growth Manager in contributing to the Growth team’s objectives.

Knowledge & Experience

• 3-5 years of working in customer success, customer service/support, account management or relating experiences.
• A minimum of 2 years dealing with enterprise clients, with a preference for those in the BFSI sector and/or large-scale enterprises.
• A minimum of 2 years working with technology solutions such as Marketing, CRM, CDP, Loyalty, and/or similar solutions (no technical expertise required).
• Understanding of the Marketing, Sales, and Service operations.

Skills

• Strong communication skills, with the ability to present issues clearly and deliver coherent presentations.
• Proven excellent problem-solving skills.
• Systems thinking & critical thinking
• Fluency in English (upper-intermediate).

Personal traits

• Genuine curiosity about business and technology.
• Resilience and Growth mindset (since you are a part of Growth team)
• A touch of “product builder” trait, with a desire to contribute to elevating Vietnamese technology products.

If you don’t possess all of the above listed Knowledge, Experience and Skills (let’s say 70-80%) but you have all of the Personal traits mentioned, we’d still love to discuss a roadmap with you.

Income and career path

• Income includes a fixed salary and performance-based bonuses. The total monthly income for the Senior Customer Success role ranges from 20-30 million VND.
• In addition to performance bonuses, a default 13th-month fixed salary policy is applied.
• Annual performance evaluation and income adjustment (once per year).
• The career path for this role is wide open, with opportunities to progress to Growth Manager (within 2-3 years, depending on your capability and effort) or pursue other tracks in implementation and solution consulting.

Environment and other benefit

Experience exceptional appreciation and care through our unique benefits packages:

• Special Maternity Benefit: 20 million VND per female employee upon childbirth.
• Healthcare Benefits: Annual health insurance for you and your relatives; annual health check-up (once per year).
• 12 days of annual leave per year; employees working for 5 years or more receive an additional 1 day of leave each year.
• Each employee will receive 0.5 days of fully paid leave on their birthday.
• Sports Club Policy (football, badminton, swimming, running, etc.): 3 million VND per club per month.
• Quarterly fund for team building and engagement activities.
• Compassionate support for illness, bereavement, and congratulatory gifts for newborns of employees.
• Provision of work equipment.

Working Time

• Monday to Friday, and the first Saturday of each month
• Daily working hours: 9:00 AM – 6:00 PM

Workplace

• Hanoi Office: HL Building, No. 6, Alley 82 Duy Tan Street, Dich Vong Hau Ward, Cau Giay District, Hanoi
• Ho Chi Minh City Office: 126 Nguyen Thi Minh Khai Street, District 3, Ho Chi Minh City