STRATEGIC CUSTOMER SUCCESS MANAGER

STRATEGIC CUSTOMER SUCCESS MANAGER [SAAS SOLUTIONS]

Be the Strategic Partner Our Enterprise Clients Rely On

Location: Ho Chi Minh City

Palexy's platform turns a retailer's existing CCTV cameras into a live BI system - tracking traffic, conversion, staff performance, and customer behavior. Our clients aren't just using software; they're rethinking how they run their stores.

Recognized as one of the top 10 Indoor Mapping Analytics Vendors by CBInsights in 2021 & 2023, we have deployed our AI solutions to 100+ enterprise & mid-market retailers in APAC such as Central Retail, ACFC, Maison, Aldo, CellphoneS, Sony, Phuc Long, Highlands, etc.

As a Strategic CSM, you'll own a portfolio of enterprise clients - including regional retail chains with hundreds of locations - guiding them from initial onboarding to deep product adoption and long-term growth. You'll be their most trusted advisor on data-driven retail operations, and the internal voice that shapes our product roadmap.

Onboarding & Adoption

Guide clients from contract close to full platform adoption. Build structured onboarding plans that drive time-to-value and set the foundation for long-term retention.

Data-Driven Insights

Lead weekly/monthly meetings with the client's Operation Managers to provide strategic insights and recommend actions aimed at enhancing store performance.

Analyze customer health scores, usage data, and behavioral patterns to proactively surface risks and opportunities - before clients notice them themselves.

Retention & Expansion

Drive NRR by identifying upsell and cross-sell opportunities rooted in actual usage patterns and business goals.

Cross-Functional Voice

Bridge the gap between clients and our Product, Sales, and Deployment teams. Translate field insights into product improvements that matter at scale.

WHO WE ARE LOOKING FOR

• Retail or F&B or B2B Consulting Background: You understand how retail operations actually work: store-level metrics, ops workflows, the way a Regional Manager thinks. 
• Analytically Strong, Commercially Sharp: You're comfortable in data, reading dashboards, spotting anomalies, building a story from numbers.
• Executive-Level Communicator: You present with confidence to Operations Directors and C-suite. 
• Proactive by Default: You don't wait for problems — you anticipate them.
• Fluent in English: Required for client-facing work across our APAC portfolio and internal documentation.

WHY THIS ROLE, WHY NOW

• Your clients are data-driven retailers reshaping how Southeast Asia shops

Retail in APAC is moving fast. The brands that win are the ones using data to make better decisions - faster. You'll be on the front lines of that shift, working with operators who are serious about transformation.

• Work at the Edge of AI & Retail Tech

Exposure to applied AI, Computer Vision, and BI tooling - the kind of experience that's hard to find outside a product-led company like Palexy.

• Real Career Path in a Growing Company

We're expanding. CSMs who deliver here move into Regional Lead, or Client Strategy roles - with a real track record behind them, not just time served.

If you've spent time in retail ops, B2B consulting, or enterprise SaaS CS - and you want to apply that at scale - we'd like to hear from you.