Customer Success Consultant

Customer Success Consultant

Base: Ho Chi Minh City, Vietnam (On-site)

Job Responsibilities

1.Responsible for managing the operations of the international pan-home furnishing SaaS business (currently primarily in Southeast Asia) onboarded by the Sales department. This includes daily communication and maintenance, training and troubleshooting, gathering customer needs and issues, and proactively coordinating internal and external resources to provide high-quality service;

2.Employ various operational strategies, such as regular customer communication and on-site visits, to enhance customer retention and stickiness, improve merchant satisfaction, and maintain strong cooperative relationships;

3.Gain an in-depth understanding of customer business models and current state, identify customer needs and pain points, provide tailored project implementation plans, guide customers toward deep engagement, and drive customer success;

4.Possess data analysis capability, taking responsibility for key metrics such as customer tool usage activity. Utilize data to identify customer issues, propose solutions, analyze operational impact, and continuously boost customer engagement and satisfaction;

5.Maintain strong product awareness, capable of guiding and driving product updates and iteration, and promoting successful product adoption.

6.Regularly guide or uncover customer needs to deliver value-added services and successfully secure customer renewals.

Qualifications

1.Local Vietnamese national, fluent in English as a working language; proficiency in other languages (e.g., Chinese) is a distinct advantage.

2.Strong logical thinking, a big-picture perspective, goal-oriented, and possesses effective process management methodologies and habits.

3.Prior experience in SaaS operations or product roles is preferred; a background in furniture or interior design industries is a plus;

4.Highly proactive, strong learning capability, innovative mindset that can be applied to work; patient, service-oriented, with a high sense of responsibility toward customers; possesses strong resilience; enjoys sharing and excels at teamwork.