Customer Success Manager

Company: HR1’s Client


phone: + (84) 028 3925 2566

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  • Manage a portfolio of clients ensuring customer retention and high satisfaction, reviewing the adoption of products. 
  • Looking into customer renewal rates and feedback systems, becoming trusted advisors towards clients, and drive the value of products and services through periodic reviews. 
  • Installing customer lifecycle best practices and methodologies, to drive renewal and growth outcomes for designated customer accounts as shared by the sales and account managers.
  • Enable internal projects with stakeholders across sales, account managers, legal and finance functions to roll out new business opportunities through cross-selling and up-sell within the local market and across the APAC region. This could be on contract reviews, commission or referral structures, and terms and conditions attached to these. 
  • Identify new business opportunities aligned to our platforms as well as services enabling the  cross-sell & up-sell opportunities in the account 
  • Work with account managers and sales managers to develop client retention KPIs.
  • Implementation of customer service guidelines once the clients have onboarded, implementing customer loyalty programs, and setting customer satisfaction goals. 
  • Supervise day-to-day operations in the customer service department, responding to any customer service escalation issues. 
  • Maintain accurate records and document all customer service activities and discussions for project roll-outs and reports to share findings. 
  • Hire and train new customer service agents. 
  • Manage the approved budget of the customer service department. 
  • Stay informed on the latest industry techniques and methods.


  • Prior experience working in customer service, business development, or sales position, with excellent knowledge of the latest industry trends and techniques within SaaS and the e-commerce space would be ideal. 
  • Excellent communication, strong leadership, and interpersonal skills. 
  • A minimum of 3 years of experience in customer success, renewals, sales, account management, or equivalent customer-facing roles (including client presentations). 
  • Possess a high degree of integrity and the ability to maintain the confidentiality of customers where required. 
  • Proven ability to work with other internal functions on projects. 
  • Ability to learn & acquire a thorough knowledge of our products, services, and solutions and confidently articulate the value they provide. 
  • Must be motivated, goal-oriented, and able to work independently 
  • Ability to organize, prioritize complete activities and meet deadlines. 
  • Able to remain professional and be results-driven in times of heavy workload. 
  • Bachelor’s degree in Business Administration or relevant field. 
  • Proficiency in Microsoft Office and customer service software. 
  • Outstanding English is written and verbal communication skills. Mandarin is preferred Good understanding of management practices and techniques.


Interested candidates, please APPLY resumes as below

P: +84 028 3925 2566 |
A: 12th Floor HDTC BUILDING, 36 Bui Thi Xuan Str., Ben Thanh Ward, Dist.1, HCM City

[6752] [6753]

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