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
#LI-JP1
Skills Required
- 3+ years in Customer Success or Account Management within a high-growth Software/AI environment
- Solid understanding of the digital marketing ecosystem
- Ability to translate raw data into actionable insights
- Comfortable discussing APIs, SDKs, and data integration
- Native Vietnamese speaker with Fluent English
What We Do
Appier is a software-as-a-service (SaaS) company that uses artificial intelligence (AI) to power business decision-making. Founded in 2012 with a vision of democratizing AI, Appier now has 17 offices across APAC, Europe and U.S., and is listed on the Tokyo Stock Exchange (Ticker number: 4180). Visit www.appier.com for more information.
