Customer Success Lead - Remote

Key Responsibilities

• Develop and implement a customer success strategy that maximizes user satisfaction, retention, and platform adoption. This includes defining key success metrics, best practices, and identifying opportunities to enhance the user journey.

• Manage and mentor a team of CSR’s. Responsibilities include hiring, training, performance management, and establishing processes for their success.

• Act as the primary liaison between the Customer Success team and the Product team. Collate and communicate customer feedback, issues, and product suggestions to the Product team. Represent the Customer Success perspective in product meetings to prioritize the product roadmap that meets the user’s needs.

• Create detailed and actionable issues on GitHub to track and prioritize customer-reported problems and feature requests. Lead the triage process for incoming customer issues, ensuring timely resolution and escalation when necessary (i.e., if an issue is not documented in the knowledge base, then direct it to QA).

• Curate, develop, and maintain a comprehensive knowledge base (the company's knowledge center for support) to empower users to self-support. Ensure the knowledge base is accurate, up-to-date, and easily accessible. Train the Community Lead on knowledge base content and technical support procedures.

• Continuously evaluate and improve customer success processes, workflows, and tools to enhance efficiency, scalability, and the overall customer experience.

• Ensure a timely responsive and positive customer experience.

• 3+ years of experience in customer success or a related field, with at least 1+ years in a leadership role.

• Proven ability to develop and implement successful customer success strategies.

• Strong leadership and team management skills, with experience in hiring, training, and performance management.

• Strong problem-solving skills and the ability to analyze data to identify trends and opportunities for improvement.

• Excellent written and verbal English and Vietnamese communication skills, with the ability to communicate technical information clearly and concisely.

• Proficient in using customer support platforms, CRM systems, and other relevant tools.

• Empathetic, patient, and committed to advocating for the needs of the customer.

• Experience working with product teams and navigating product development.

• Familiarity with GitHub or similar issue-tracking systems.

Please submit your CV together with your cover letter. The salary range stated is in gross.