Customer Success Manager

2 weeks ago

Hanoi, Hanoi, Vietnam Insider. Full time ₫6,000,000 - ₫12,000,000 per year
Before jumping into all the information about the role and what you can bring to the table, let us introduce ourselves real quick.
About us
We are Insider, the fastest-growing global MarTech scale-up and the #1 AI-native Customer Experience and Marketing platform trusted by enterprise brands worldwide. Our story began with six desks and a vision to create a single platform to make industry-first CX technologies and emerging channels accessible to marketers worldwide. Today, with 1500+ teammates across 50+ nationalities, we continue to push the boundaries of what's possible in CX. Our architecture brings together unified customer data, advanced journey orchestration, and comprehensive AI capabilities by seamlessly blending predictive, generative, and agentic AI into a single customer engagement platform that empowers teams to activate customer engagement across 12+ channels.
We recently raised one of the largest funding rounds in the industry, a $500M Series E led by General Atlantic. We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 1200+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Nike, L'Oreal, Singapore Airlines, Nestlé, Nissan, Lenovo, Puma, IKEA, Allianz, Domino's, and the list goes on.
Insider was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world, achieving $200M in CARR (Committed Annual Recurring Revenue). According to Gartner, we are the dominant leader in Multichannel Marketing. Don't just take our word for it — see for yourself. We consistently outperform and continue our leadership, and the results speak for themselves.
From day one, Insider's mission has not been only to build a world-class product company, but also to create one of the most socially progressive technology communities in the world. Through our corporate social responsibility initiatives like 100 Social Responsibility Projects, AI Training for Teachers, Code Academy,SheCodes, SheLeads, and SheMarkables, our community has committed to scaling its impact on our communities across 27+ countries, driving initiatives in health, education, farming, animal rights, and increasing women's representation in STEM.
Behind all these achievements is an exceptionally talented, visionary team of overachievers across 27+ countries that moves fast and agile, creating cutting-edge products, and focuses on making an impact. If you want to be a part of this journey, just keep reading.

As a Customer Success Manager, you will be building relationships with the customers and ensuring the services they need to receive maximum impact. Job Description:
  • You will work in coordination with the Product Onboarding, Technical Account Management, and Account Management teams, and you will be the primary contact of the partner.
  • Your primary responsibility will be orchestrating all efforts to keep adoption and usage high with driving value recognition.
  • Your daily responsibilities will include providing the best use cases according to the partner, helping them with panel usage, training new partners, being a consultant to use our products in the best way according to the partners' needs.
  • You will be responsible for the gross retention, CSAT, health score, and lock-in score of the partners and take proactive actions to improve these metrics.
What we expect from you
  • A university degree in Business, Marketing, Engineering, or related fields
  • 5+ years relevant work experience in customer-facing customer success, account management, or strategic consulting organization. SaaS experience is a benefit.
  • Strong communication skills in both writing and speaking (English & Native Language)
  • High sense of responsibility and accountability
  • Strategic thinking with excellent project management skills
  • To be customer-oriented and able to establish a robust relationship with the assigned customer base
  • To be a self-motivated, proactive teammate with innovative ideas to improve customer loyalty and adoption.
Hold on Life's a two-way road Here's what you'll enjoy while spending time with us (perks, anyone?)
  • We offer many hard and soft skills training to help you improve and challenge yourself. You'll have access to 16,000+ online courses taught by real-world professionals on the LinkedIn Learning platform to satisfy your hunger for knowledge.
  • You'll have space to share your skills through training and workshops if you wish. Sharing is caring
  • We'll provide you with a paid Spotify account subscription, so you can cozy up in your headsets cocoon whenever you want
  • You'll have a chance to work in an international, diverse, and inclusive environment
  • You'll be part of an industry that's shaping the future of customer experiences.
Was this position made for you?
So let's talk We're curious bugs and can't wait to get to know you.

We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.
Please follow Insider on LinkedIn, Instagram, Youtube, and Medium We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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