Customer Success Manager
Job description
We are looking for a customer success manager to join our growing team at Salary Hero’s head office in Bangkok. You will be able to form a strong relationship with our customers and support the customer success manager.
We are looking for customer success executive with service-mind, a strong passion, willingness to learn and drive for growth and social impact. Salary Hero’s mission is to bring financial wellness to Thai workers, improving lives through well-designed and fairly priced financial products.
Responsibilities
- Communicate/Educate the customer on new product introductions and features to drive optimal product use, able to perform training session independently
- Collaborate with senior stakeholders to develop tailored strategies for customer success, ensuring alignment with customer business goals and long-term retention
- Form and manage relationship, serve as a POC/owner of clients assigned, respond promptly to customer inquiries (B2B)
- Analyze customer data to identify key performance indicators (KPIs), trends, and potential issues, delivering comprehensive reports that inform proactive customer support strategies
- Produce creative and informative content such as FAQs, tutorials, and how-to guides to address common customer queries
- Partner with internal teams, including Sales, Product, Integration to advocate for customer needs and drive cross-departmental solutions that exceed expectations
- Coordinate with related parties to deliver solution, make sure it meets customers’ need and satisfaction and successfully onboard clients
- Take full ownership of the customer journey, ensuring seamless onboarding, engagement, and retention while delivering measurable business outcomes
- Involve in campaign planning strategies by offering conceptual and achievable design solutions
- Serve as a mentor for junior team members, guiding their development and enhancing overall team performance
- Maintain a positive, empathetic, and professional attitude toward customers always
- Know-how of in-house products, bring intelligent and relevant product feedback and recommendations from customers back to the Product Management and other teams
- Support customer success manager on other assigned tasks
Qualification
- 2+ years in customer success, customer service, account management, sales, or consulting
- Curious, passionate, authentic, and accountable
- Solid communication and people skills, cross-functional & cross-cultural
- Detail-oriented, strategic thinker, problem solver
- Obsessed with getting to the root cause of problems
- Have service mind, sense of ownership & can-do attitude
- Proficient in Microsoft Office – particularly Excel
- Native Thai, intermediate English
- Nice to have: experienced with SaaS, Jira tool, Canva
What we offer
In addition to market leading competitive compensation, Salary Hero provides globally competitive benefits, consistent with our values that employees deserve to be treated.
- Performance-based bonus
- Unlimited holiday allowance
- Flexible working environment with “working from home” optionality
- Comprehensive health insurance and personal accident insurance
- Provident fund matching
- Half-day Friday’s every calendar month
- Monthly “wellness budget” of THB 1,000 (eg. gym, spa trips)
- Annual “development budget” of THB 15,000 (eg. learning a new language, coding course, scrummaster training)
- Annual company off-site and multiple social events
