About the Company:
GreenNode is a leading AI Cloud infrastructure and solutions provider in Southeast Asia, a member of VNG Corporation and an official cloud partner of NVIDIA.
With more than 20 years of experience in building and operating large-scale cloud infrastructure—originating from the internal needs of its customer zero, VNG—GreenNode has developed deep expertise in security, infrastructure optimization, and cloud transformation. GreenNode delivers a streamlined AI Cloud ecosystem focused on core products designed for large-scale applications, high-volume user environments, and advanced AI workloads. Its infrastructure is deployed across multi-availability zones and multi-region architectures in Vietnam and Thailand, ensuring high performance, reliability, stability, and flexible scalability for mission-critical systems.
With a strong understanding of the technology demands of digital enterprises—particularly mid-sized banks, FinTech companies, and retail businesses—GreenNode partners closely with customers throughout their transformation journey, enabling sustainable growth and international expansion.
Job Purpose:
The Customer Success Lead is responsible for leading the Customer Service function to ensure strategic customers achieve long-term value from GreenNode's cloud and AI solutions. This role drives customer retention, product adoption, and service excellence through proactive account management, cross-functional coordination, and issue resolution. In addition, the role contributes to business growth by identifying expansion opportunities and building a high-performing Customer Success team.
1. Team Management & Capability Development
- Lead recruitment, onboarding, and capability development for the Customer Success Engineering team.
- Establish standardized workflows, clear role frameworks, and measurable KPI systems across the team.
- Conduct regular performance reviews and coaching to strengthen team capabilities.
- Build and develop a professional Customer Success organization capable of operating independently and efficiently.
2. Strategic Account Management & Customer Profiling
- Develop and maintain detailed Customer Priority Profiles, including stakeholder mapping gathered from Account Managers and system architecture insights from the Consulting team.
- Analyze customer business models and key stakeholder roles to deepen account understanding.Build and execute account management plans for strategic customers.
3. Customer Relationship Management & Retention
- Serve as the primary Single Point of Contact (SPOC) between customers and internal teams.
- Collaborate closely with SDK teams to monitor daily operational issues and conduct regular weekly/monthly reviews.
- Proactively identify risks, escalate issues when needed, and coordinate timely resolution to maintain customer satisfaction and minimize churn.
4. Product Adoption & Value Realization
- Monitor and analyze customer product usage data to identify adoption trends and improvement opportunities.
- Recommend optimization solutions to help customers maximize product value.
- Support customers in achieving sustainable and measurable business outcomes.
5. Issue Resolution & Escalation Management
- Coordinate cross-functionally with Support, Product, and Solution Consulting teams to resolve technical and business issues.
- Assess issue severity, manage escalation processes appropriately, and ensure end-to-end resolution.
- Maintain transparent and timely communication with customers throughout the resolution process.
6. Business Review & Commercial Expansion Support
- Prepare and lead Quarterly Business Reviews (QBR) and Half-Yearly Business Reviews.
- Partner with Sales, Product, and Solution Consulting teams to conduct biannual business review sessions, introducing product roadmap updates and new features.
- Support Sales in identifying and converting upsell and cross-sell opportunities within existing accounts.
- Develop customer success case studies and value realization reports.
Experience:
- Minimum 3 years of experience in Customer Success, Technical Account Management, or Account Management.
- At least 1 year of experience in a team leadership role (Team Lead/Supervisor), or strong experience in mentoring and training team members.
- Experience working with B2B customers, especially enterprise clients with complex technology systems, is a strong advantage.
Skills & Competencies:
- Proven ability to design processes, role frameworks, and KPI systems for Customer Success teams.
- Strong communication skills in both Vietnamese and English, including written and verbal communication.
- Strategic mindset with strong problem-solving and multitasking abilities.
- Solid understanding of technology products and system architecture models.
- Preferred Qualifications
- Experience using CRM platforms such as Salesforce, HubSpot, or equivalent tools.
- Understanding of SaaS product implementation and technical support processes.
