Customer Success Executive (SaaS)
FIREGROUP AT A GLANCE
Founded in 2016 in Vietnam, FireGroup Technology is committed to building world-class SaaS products that make a global impact on e-commerce. From the outset, we envisioned a world where running an online business is easy, effective, and sustainable, and we have been bringing that vision to life for nearly a decade.
Our portfolio includes TrueProfit, Transcy, OneMobile, OneLoyalty, Zopi, Promer, Ali Reviews. Trusted by more than 450,000 merchants in over 175 countries and recognized by global leaders such as Shopify, Google, Meta, TikTok, and Amazon, FireGroup is proud to elevate Vietnamese innovation onto the world stage.
Why build your career with FireGroup
- Make a Global Impact: Contribute to products trusted by merchants worldwide and help solve real challenges that transform e-commerce.
- Build with an AI-first Mindset: Use AI as your daily co-pilot to make smarter decisions and accelerate problem-solving at scale.
- Unleash Your Potential: Fast-track your growth with career mobility, diverse learning resources, and an agile environment that empowers bold thinkers.
In a culture that connects us as a whole
What truly defines us is not only our technology but also our people, guided by our seven core values of Courage, Creativity, Growth, Teamwork, Ownership, Trust, and Empathy. At FireGroup, work is more than a job; it is a legacy in the making. We move with speed to solve meaningful challenges, and every Firer is encouraged to dream boldly, lead with courage, and create impact that endures.
Discover how our values come to life in every team and product we build on our culture page.
Job Summary
We are seeking a forward-thinking and experienced Customer Success Executive to execute or lead the strategic implementation of AI-driven support systems, contribute to the development of customer relationship programs, and ensure the highest standards of service quality. The ideal candidate will have expertise in process optimization and a customer-centric approach, driving customer satisfaction and retention across the company.
What You’ll Do
- AI Support System Implementation:
- Deploy and optimize AI-driven support systems to enhance customer service efficiency and effectiveness.
- Collaborate with cross-functional teams to ensure AI solutions are aligned with business and customer needs.
- Continuously evaluate and update AI systems to ensure they remain cutting-edge and relevant to customer demands.
- Customer Relationship Programs:
- Design and execute scalable customer relationship programs to foster trust, loyalty, and long-term engagement.
- Develop personalized customer success plans, leveraging data and insights to tailor strategies.
- Build and nurture strategic relationships with key customers to identify opportunities for upselling and cross-selling.
- Service and Support Quality Assurance:
- Establish and maintain standards for service and support quality, ensuring alignment with customer expectations and company values.
- Monitor key performance metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and churn rates to drive continuous improvement.
- Implement feedback loops to capture customer insights and ensure their voices influence product and service enhancements.
- Collaboration:
- Collaborate with sales, marketing, and product teams to align customer success initiatives with broader business goals.
- Serve as the voice of the customer in strategic planning sessions, advocating for their needs and priorities.
- Innovation and Process Optimization:
- Identify opportunities to integrate new technologies and practices to enhance the customer experience.
- Develop and optimize workflows, ensuring seamless customer onboarding, support, and engagement processes.
- Leverage data analytics and reporting to make informed decisions and demonstrate the ROI of customer success efforts.
What Sets You Apart
- Bachelor’s degree in Business, Customer Success, or a related field.
- 3+ years of experience in customer success or related roles.
- Hands-on experience with implementing AI tools or other advanced support technologies.
- Strong analytical skills, with the ability to interpret data and translate it into actionable strategies.
- Exceptional interpersonal and communication skills, with the ability to build trust with customers and internal teams.
- Proven ability to direct cross-functional initiatives and drive measurable outcomes.
- Proficiency in CRM tools (e.g., Salesforce, HubSpot) and customer success platforms.
As a Good Fit, We Are More Than Happy To Offer You
Rewarding Compensation & Benefits
- Competitive salary package with 13th-month pay and seniority bonus
- Annual salary review recognizing outstanding contributions
- Work-from-home policy for expecting mothers
- 16 days of annual leave, plus 1 extra day for every 3 years of service
- Premium healthcare package and yearly health check-up
- Special occasion support including marriage, maternity, and birthday gifts
- Modern work devices tailored to your role such as MacBook, iMac, Mac Mini, or Windows laptop and monitor
Regenerative & Engaging Environment
- A vibrant workplace with team-building events, annual trip, and various sport clubs
- Festive gifts for holidays such as Mid-Autumn and Lunar New Year
- Daily complimentary coffee, tea, fresh juice, and a variety of snacks
Contacts
Should you need more information about this job, reach out to us at: