Customer Success Manager

USE Insider

5+ Years | Hanoi, Vietnam (Hybrid) | Full Time | 37 months ago

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Job Summary

Insider, a B2B SaaS company, is seeking a Customer Success Manager in Vietnam. The role involves building strong relationships with clients, ensuring they receive maximum value from the AI-native platform for Customer Experience and Marketing. Responsibilities include coordinating with onboarding and account management teams, driving adoption and value recognition, providing best use cases, conducting training, and acting as a consultant. The manager will be responsible for gross retention, CSAT, health score, and lock-in score, taking proactive steps to improve these metrics. The company is a unicorn, backed by top investors, and recognized as a leader in cross-channel campaign management and omnichannel marketing platforms. They emphasize social responsibility and offer extensive training, including access to LinkedIn Learning, and foster a diverse, inclusive international environment.

Must Have

University degree in Business, Marketing, Engineering, or related fields
5+ years in customer success, account management, or strategic consulting
Strong written and verbal communication skills in English and native language
High sense of responsibility and accountability
Strategic thinking with excellent project management skills
Customer-oriented with ability to build robust relationships
Self-motivated, proactive teammate with innovative ideas

Good to Have

SaaS experience is a benefit

Perks & Benefits

Hard and soft skills training
Access to 16,000+ online courses on LinkedIn Learning
Opportunity to share skills through training and workshops
Paid Spotify account subscription
International, diverse, and inclusive work environment
Opportunity to work in an industry shaping customer experiences

Job Description

Before jumping in on 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, a B2B SaaS company that drives growth for its clients around the world. How are we achieving this? We are the #1 AI-native platform for Customer Experience and Marketing—offers marketers a single platform to deliver unique experiences per person, drive profitable growth, and unleash peak productivity and efficiency. Our platform connects data across channels, predicts future behavior with AI, and individualizes experiences from a single platform. We’ve unlocked unicorn status following our Series D round 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, Coca Cola, Nike, L’Oreal, Singapore Airlines, Virgin, Nestle, Nissan, Lenovo, Puma, IKEA, Allianz, Dominos, Avon, CNN, and the list goes on.

Having recently unlocked unicorn status, Insider was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world, to achieve $200M USD in CARR (Committed Annual Recurring Revenue). Insider was named a leader in the The Forrester Wave for Cross-Channel Campaign Management 2021, and Leader in the IDC MarketScape: Worldwide Omnichannel Marketing Platforms for B2C Enterprises 2023 Assessment. The company has been recognized in The Top 1% of all software companies worldwide in G2’s 2024 Software Awards, and named in The Top 10 Best Software Products with the most #1 rankings alongside other software legends like Google, Zoom, and Monday.com. According to G2’s Spring’24 reports. Insider is also the #1 G2 Leader in 6+ categories, including Customer Data Platforms (CDP), Personalization Engines, Personalization Software, Mobile Marketing, Customer Journey Analytics, and eCommerce Personalization.

When our team founded Insider, they not only sought to create a product company, but to build the most socially progressive technology community in the world. Through our corporate social responsibility initiatives like 100projects shecodes, sheleads and shemarkables, our community has committed to scaling its impact into our communities across 27+ countries, spearheading transformative projects in areas such as health, education, farming, animal rights, and increasing the proportional representation of women in STEM careers.

Behind all these achievements, there is an exceptionally talented and passionate team across 27+ countries that moves fast and agile, creates cutting-edge products, and focuses on making an impact. If you want to join us on 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!

7 Skills Required For This Role

Saas Business Models Team Management Account Management Communication Talent Acquisition Agile Development Monday

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