Customer Success

Why Join Filum?

Filum AI is looking for teammates with an
AI-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 an
  AI-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 enjoy
taking ownership
, proactively solving problems for clients, and moving fast with real impact — this is your playground.

What You'll Do

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

Solution Advisory & Design

• Drive solutions from discovery to delivery. Work with Sales and Product experts to address client's 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.

Own the Entire Customer Journey

• 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

Consult Strategically with Executives

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

Data-Informed Customer Success

• 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

Be Builder of an AI-Native CS Team

• 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

Who You Are

Must-Haves:

• 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 don't 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

Nice-to-Haves:

• 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

This role may not be a good fit if:

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

What You'll Get

Compensation & Perks

• Monthly salary up to 15,000,000 VND
  , plus performance-based
  commission
  and
  allowances
  (lunch, parking, work equipment, etc.).
• KPI-based bonuses
  tied to results and milestones.
• 13th-month salary
  according to company policy.
• Full insurance coverage
  in compliance with Vietnam Labor Law (Social, Health, Unemployment Insurance).

Culture & Work Environment

• Agile and open
  startup culture
  – where you're encouraged to experiment, fail fast, and learn even faster.
• Open-space office
  located in
  District 2
  , working side-by-side with Filum's founders and leadership team.
• Regular team activities:
  Company Trips, Happy Hours, Birthday celebrations, and holiday gifts
  (e.g. Women's Day, Year-end, etc.).

Learning & Career Growth

• 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 like
  AI, CDP, and CXM
  .
• Clear career path
  : from Junior → Senior → Expert or move into a
  leadership track
  (Team Lead / CS Manager).
• Internal training and opportunities to build your own
  playbooks, workflows, and best practices
  .

Personal Development & Ownership

• You'll be part of a
  growth-mindset, AI-native team
  – expected to take initiative, solve problems proactively, and always look for better ways to deliver value.
• Real ownership: You'll have the space and support to
  build → fail → learn → scale
  – not just execute tasks.

How to Apply

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, we'd 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 in
   Customer Success
   ?

2. What do you think is the
   most important quality
   for a Customer Success team at Filum at this stage?

Please send your
CV and answers
to: [

]; cc:

(CCO at Filum)

We look forward to getting to know you better