Job description for Customer Success Lead at BETTER HR VIETNAM
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.
