Customer Success Manager, Vietnam

Role Overview

We are seeking an exceptional Customer Success Manager to join our team, focusing on our most complex, high-value customer engagements. In this role, you will act as a strategic advisor and technical orchestrator for customers enrolled in our Signature Success plan.

You aren't just managing an account; you are driving large-scale digital transformation. You will challenge the status quo, bridge the gap between Business and IT, and ensure customers maximize their ROI on the Salesforce platform through innovation, agility, and continuous improvement.

Key Responsibilities

• Signature Success Roadmap: Own and execute an effective success plan roadmap, leveraging Salesforce Signature resources to drive business value realization.
• Strategic Leadership: Lead a matrixed team of Success Architects and Specialists. Host daily stand-ups and weekly governance calls to resolve complex multi-cloud challenges.
• Technical Consulting: Act as a digital strategy thought leader, aligning Salesforce’s multi-cloud capabilities (Sales & Service Cloud) with the customer’s specific P&L goals and industry domain.
• Stakeholder Alignment: Obtain buy-in from C-suite executives, implementation partners, and internal product teams to ensure seamless program delivery.
• Growth & Retention: Drive "Adoption, Performance, and Engagement" to prevent attrition and identify opportunities for additional Salesforce capabilities.

Foundational Requirements & Skills

• Language Proficiency: Professional fluency in Vietnamese is required to lead workshops, governance calls, and strategic sessions with our Vietnam customer base.
• Experienced business professional, preferably with 3+ years relevant industry expertise in Customer Success, SaaS platform use, or related fields.
• Strong consulting skills and demonstrated ability to drive business value, facilitate discussions, handle objections, and influence C-level conversations.
• Possess industry-relevant expertise and begin honing skills in a relevant functional area. Should understand the broad impact of the industry on the customer’s business.
• Excellent communication skills to articulate technical issues to diverse audiences and the ability to translate technical concepts into business terms.
• Actively seek out relevant learning activities, approach obstacles as growth opportunities, and seek experienced mentors to accelerate personal development
• Platform Expertise: Technical mastery of the Salesforce Sales & Service Cloud platforms. You should be comfortable discussing architecture, use cases, and configuration.
• Program Management: Proven ability to manage highly-matrixed organizations and own complex execution plans for enterprise-level digital transformations.
• Consulting Mindset: Strong analytical background with the ability to provide "thought leadership" rather than just reactive support.
• Agility: A quick learner with an aptitude for on-the-job skill acquisition in a fast-paced, evolving technical environment.

Preferred Qualifications

• Salesforce Admin Certification (Strongly preferred).
• Additional Salesforce Consultant certifications (Sales Cloud, Service Cloud, or Data Cloud).
• Deep experience in specific industry domains (e.g., FSI, Retail, or Manufacturing) related to CRM use cases.

Note

Relocation & visa sponsorship will be provided for Vietnam based candidates who can relocate to Bangkok, Thailand. This role is office-flexible, and the expectation is to be in office 3 days per week.

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