Customer Success Manager, Vietnam

About Appier
Appier is an AI SaaS company on a mission to make AI easy, by making software intelligent. Founded in 2012, Appier has 17 offices across APAC, U.S. and Europe and is listed on the Tokyo Stock Exchange. Visit www.appier.com for more information.

About the role

We are looking for a Customer Success Manager to spearhead our enterprise solutions business in Ho Chi Minh City, Vietnam.

As a CSM at Appier, you aren't just a point of contact; you are a strategic partner. You will bridge the gap between complex technical capabilities and real-world business outcomes. Your mission is to ensure our enterprise clients are able to maximize their project key metrics results through our AI-driven Martech Enterprise solutions (Personalization Cloud, Data Cloud and AI Agents)

This role will begin as a 3-month contractor position, to be converted into a permanent position at the end of the contract period if performance standards are met.

Responsibilities of the role

• Strategic Stakeholder Management: Navigate complex enterprise hierarchies to build and maintain relationships with key personas—from C-level executives to project leads and end-users. You will act as the primary advocate for the client within Appier and the primary consultant for the client’s digital transformation.
• Strategic Adoption: Drive deep product integration and "stickiness" by aligning Appier’s solution with the client’s specific KPIs (e.g., ROAS, Conversion Rates, Retention).
• Customer Journey Mapping: Define and execute the post-sale journey, ensuring seamless onboarding and continuous value delivery through new use cases and feature rollouts.
• Retention & Growth: Own the commercial health of your portfolio, maintaining high retention rates while identifying white-space opportunities for upsells and cross-sells.
• Technical Problem Solving: Act as the first line of strategic defense, troubleshooting challenges and collaborating with Product/Engineering teams to turn customer feedback into product roadmaps.
• Cross-Functional Collaboration and Ownership: Work closely with Sales, Pre-sales, and Technical Support to ensure a unified "One Appier" experience for the client.

About you

[Essential]

• Experience: 3+ years in Customer Success or Account Management within a high-growth Software/AI environment
• Domain Expertise: Solid understanding of the digital marketing ecosystem
• Strategic thinker with deep analytical skills: Ability to translate raw data into actionable insights and Business Reviews (BRs) that resonate with senior leadership.
• Tech-Savvy: Comfortable discussing APIs, SDKs, and data integration logic with technical teams while translating those concepts for marketing users.
• Language Proficiency: Native Vietnamese speaker with Fluent English (written and verbal) to support SEA customers. 

[Nice to haves]

• Fast-learner, ability to strive in a fast-paced environment 
• Strong organizational and people management skills
• Effective and productive collaborator to drive cross-functional initiatives
• Excellent communicator with strong presentation skills
• Sales/pre-sales experience a plus

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