CUSTOMER SUCCESS MANAGER, SAAS SOLUTIONS
Location: Ho Chi Minh City
Our AI solutions transform existing in-store CCTV cameras into powerful BI systems for QSR and F&B chains — helping operators hit service time targets, eliminate cashier fraud, optimize staff schedules, and achieve consistent brand standards across every location. Recognized as one of the top 10 Indoor Mapping Analytics Vendors by CBInsights in 2021 & 2023, we have deployed our solutions to 100+ enterprise and mid-market operators across APAC, including Phuc Long, ZUS Coffee, and Dunkin Donuts.
We are looking for a Customer Success Manager based in Ho Chi Minh City, traveling across the APAC region. You will work with top-tier F&B customers as they transition from sales to active users — helping them achieve measurable outcomes and stay with us for the long term. You will build close client relationships and proactively manage people and situations to drive value from our product.
Responsibilities:
- Guide new F&B customers through onboarding, ensuring rapid adoption of service-time, fraud detection, and staff scheduling modules
- Interview end users across departments — service staff, baristas, cashiers, store managers, and auditors — to gather adoption feedback and identify bottlenecks
- Become the bridge between customers and product: surface F&B-specific needs to engineering and influence the roadmap with real operator pain points
- Build onboarding playbooks and QBR frameworks tailored to QSR and F&B chain contexts
- Lead weekly/monthly business reviews with Operations Managers and COOs — turning platform data into actionable insights on throughput, compliance, and cost
- Proactively monitor customer health metrics and usage data to anticipate challenges and prevent churn
- Identify upsell and cross-sell opportunities as customers expand locations or adopt additional use cases
Qualifications and skills:
- Fluency in English required
- SaaS Customer Success or F&B operations experience preferred
- Data-driven approach; comfortable translating operational data into strategic recommendations
- Strong communication and presentation skills; customers trust your industry and product knowledge
- You read between the lines with people and situations — connecting over both wins and frustrations
What we offer
- Work with Palexy's Team: We are a fast-paced, always-learning, open-minded, diverse-background team competing globally in a rapidly growing field. We listen to your ideas, challenge them, build on them, and together make good ideas even better and execute them to the best of our efforts.
- Work with Palexy's Customers: Our customers are data-driven F&B operators looking to improve their processes and optimize their operations. If you enjoy working with different teams from different businesses and empowering them to use data & AI to make better, faster decisions, you will thrive in this role.
Benefits:
- Competitive salary and performance-based incentives
- Flexible work arrangements
- Exposure to cutting-edge AI and retail technology
- Career growth in a rapidly expanding company
