Customer Success Lead

WHAT YOU'LL DO: 1. Customer Support & Onboarding Deliver timely, high-quality customer support via live chat, phone, and email while ensuring service quality across the Customer Success team. Lead customer onboarding, platform implementation, and coordinate cross functional teams to ensure a smooth customer journey. Troubleshoot customer issues, monitor service quality, and ensure SLA compliance. 2. Customer Training & Success Deliver product training and onboarding sessions to customers while driving product adoption and engagement. Develop and maintain training materials, user guides, FAQs, and knowledge base resources. Monitor customer health and proactively support low-engagement accounts. 3. Customer Relationship Management Build long-term customer relationships and serve as the primary contact for key accounts. Conduct regular business reviews, gather feedback, and resolve customer concerns. Identify upsell and account expansion opportunities while driving customer retention. 4. Team Leadership & Operations Lead, coach, and support the Customer Success team to achieve performance goals. Plan workload, standardize Customer Success processes, and continuously improve service standards. Lead by example through hands-on customer support and coaching team members on best practices. 5. Continuous Improvement Gather customer insights and collaborate with Product to improve the platform and customer experience. Analyze customer trends and operational data to identify improvement opportunities. Contribute to Customer Success playbooks, SOPs, and knowledge-sharing initiatives. WHO WE'RE LOOKING FOR: Bachelor's degree in Business Administration, Human Resources, or related. Experienced in Customer Success/ Customer Support (B2B, SaaS, Education, or related industries is highly preferred) Good Vietnamese & English communication skills Tech-savvy with a strong interest in HR technology and SaaS products. Strong presentation, interpersonal, and stakeholder management skills. Proven experience in customer onboarding, training, and relationship management. Customer-first mindset with excellent problem-solving skills and a high sense of ownership. Highly organized, proactive, and able to manage multiple priorities in a fast-paced environment. COMPENSATION &

BENEFITS: Competitive salary, attractive performance-based incentives. Probation: 100% salary Lunch and phone allowances, plus free parking. Company-provided work equipment. Full Social, Health & Unemployment Insurance according to regulations Collaborate with a young, international team in a dynamic, fast-paced tech environment.

Perform Bonus

Meal Allowance

Career Path

Sales Commission

Health Insurance

Training/Certification