Customer Success Specialist

Filum AI is looking for teammates with anAI-native mindset, ready to do high speed work, fail fast to learn fast. We are a fast-growing B2B startup specializing in AI for Customer Service and Customer Experience.

At Filum, you will:

• Work directly with the founding team in a fast-paced, open environment that values personal growth and ownership
• Become part of anAI-native team, where Customer Success is not just support, but a data-driven advisory function
• Gain hands-on experience in building CS workflows, implementing AI products, and supporting enterprise clients from onboarding to expansion

If you enjoytaking ownership, proactively solving problems for clients, and moving fast with real impact this is your playground.

Customer Success Team at Filum is the critical bridge ensuring that customers generate real, measurable value from the Filum AI Platform.

• Drive solutions from discovery to delivery. Work with Sales and Product experts to address clients challenges and design bespoke AI-driven solutions.
• Guide clients in planning use-case-specific implementation and platform configuration
• Act as a product expert to ensure customers are maximizing the full value and ROI of the Filum Platform from day one.

• Take end-to-end ownership of customer journeys: onboarding adoption renewal
• Build tailored Success Plans for each client
• Leverage feedback & usage data to drive outcomes

• Build trusted relationships with client decision-makers (e.g. Head of CX/CS, COO, CEO)
• Provide strategic advice on CX, AI Contact Center, Automation

• Monitor Customer Health Scores to proactively mitigate churn risks or identify upsell/expansion opportunities
• Leverage behavioral data to surface meaningful insights and make informed recommendations

• Proactively automate your own workflows
• Create playbooks, templates, and onboarding tools
• Contribute to design new workflows, SOPs, or templates to improve CS productivity and scalability

• Value-driven mindset: You ask, Does this create real value for our customer and act accordingly
• System thinker & self-learner: You love breaking down problems to the root and using logic + tools to optimize how things work
• Fast-pace builder: You move fast, take initiative, and dont wait for someone to assign you tasks
• Clear communicator: You can write clearly, speak effectively, and structure ideas in both Vietnamese & English
• Team-first attitude: You respect others time, collaborate well with cross-functional teams

• Have experimented with AI tools (like N8n, custom GPTs, or other no-code platforms), and are curious to learn about building Agentic AI
• Experience with visualization to create customer-facing content like slides, video walkthroughs, or checklists
• Familiarity with SaaS / AI / B2B software, or hands-on experience with a tech product
• Background in startups or small teams where you had to lead or build things from scratch

• You prefer being assigned tasks instead of actively proposing solutions
• You see Customer Success as customer service, instead of avalue-driving role
• Youre uncomfortable with speed, ambiguity, or constant learning

• Monthly salary up to 15,000,000 VND, plus performance-basedcommissionandallowances(lunch, parking, work equipment, etc.).
• KPI-based bonusestied to results and milestones.
• 13th-month salaryaccording to company policy.
• Full insurance coveragein compliance with Vietnam Labor Law (Social, Health, Unemployment Insurance).

• Agile and openstartup culture where youre encouraged to experiment, fail fast, and learn even faster.
• Open-space officelocated inDistrict 2, working side-by-side with Filums founders and leadership team.
• Regular team activities:Company Trips, Happy Hours, Birthday celebrations, and holiday gifts(e.g. Womens Day, Year-end, etc.).

• Direct exposure to CEOs and C-level clients, gaining insight into real enterprise-level customer success.
• Hands-on experience solving complex customer challenges in areas likeAI, CDP, and CXM.
• Clear career path: from Junior Senior Expert or move into aleadership track(Team Lead / CS Manager).
• Internal training and opportunities to build your ownplaybooks, workflows, and best practices.

• Youll be part of agrowth-mindset, AI-native team expected to take initiative, solve problems proactively, and always look for better ways to deliver value.
• Real ownership: Youll have the space and support tobuild fail learn scale not just execute tasks.

At Filum AI, we believe that clarity from the start helps both sides better understand each other and build a long-term journey together.

Before we begin, wed love for you to take a moment to reflect and share your thoughts on the following questions:

1. Why do you want to pursue a career inCustomer Success

2. What do you think is themost important qualityfor a Customer Success team at Filum at this stage

Please send yourCV and answersto: [[Confidential Information]]; cc: [HIDDEN TEXT] (CCO at Filum)

We look forward to getting to know you better!