About Us:
We are a fast-growing SaaS company revolutionising high-volume hiring for some of the world’s leading brands, including Decathlon, Grab, and Lufthansa. Now’s the time to bring onboard an experienced customer success manager (CSM) to support our growing customer base across Southeast Asia, Australia and Europe.
Job Overview:
As our first Customer Success Manager, you’ll be the point of contact for our customers from the moment they sign on. You’ll work closely with the founders and engineering team (based in Vietnam) to deliver an exceptional onboarding experience, proactively solve problems, and build long-lasting relationships with our customers. This role requires excellent communication skills, a customer-first mindset, and the ability to take initiative in a fast-paced startup environment.
Responsibilities:
- Lead customer onboarding processes, ensuring a seamless and smooth experience from contract signing to product adoption.
- Proactively engage with customers to understand their needs, provide product training, and ensure they are maximising the value of our platform.
- Serve as the primary point of contact for customer inquiries and issues, collaborating with internal teams to resolve any challenges quickly and effectively.
- Identify potential areas for product improvement or additional services based on customer feedback and communicate this directly to the product and engineering teams.
- Create and maintain onboarding and customer success documentation, guides, and resources.
- Provide regular check-ins and performance reviews for customers, identifying opportunities for further engagement.
- Continuously improve processes for onboarding and customer support as we scale.
Requirements:
- Excellent written and verbal communication skills in English (additional languages are a bonus, especially those spoken in Southeast Asia).
- Experience in customer success, onboarding, or a similar role, preferably in a SaaS or technology company.
- Experience using tools like Jira, Confluence, Slack, etc.
- Strong problem-solving skills and the ability to work independently in an early-stage, fast-paced environment.
- Comfortable working with diverse customers across Southeast Asia, Australia, and Europe.
- Ability to manage multiple customer relationships simultaneously.
- A proactive attitude and the ability to anticipate customer needs and take action without waiting for direction.
Benefits:
- Competitive salary
- Employee equity plan, providing meaningful ownership in the company’s success.
- Twice yearly offsites at international locations (previously Bali, Singapore, and the upcoming offsite is in Sydney).
- Flexible, remote working environment.
- Rapid professional growth opportunities as we expand globally and your scope grows
