Head of Customer Success

Quantity: 01

Working Hours: 08:30 – 12:00, 13:00 – 17:30, Monday to Friday

Work Location: Ho Chi Minh

Responsibilities:

Key Responsibilities:

• Commit to contributing personal value toward the company’s and department’s common goals.
• Commit to achieving personal objectives as set.

Position Overview:

Permate is seeking a strategic and hands-on Head of Customer Success to lead our efforts in customer retention, platform adoption, revenue expansion, and long-term satisfaction. This person will be responsible for architecting the end-to-end customer journey from onboarding to growth—especially for enterprise brands and mega publishers—while overseeing internal teams such as Customer Success, Onboarding, and Support.

This role is critical to building a scalable, high-performance success function that supports Permate’s growth as the leading performance partnership platform in Vietnam.

Key Responsibilities:

1. Customer Success Strategy & Team Leadership

• Develop and execute a full-lifecycle customer success strategy (Onboarding → Activation → Adoption → Expansion → Renewal/Growth) ensure customer at all segment including enterprise, mid-market, SMBs achieve highest value from Permate platform, increasing customer retention, expansion, and NRR
• Hire, coach, and manage a cross-functional team including, Customer Success Executives, and support staff.
• Segment customer service levels based on customer type (e.g., enterprise, SMB, publishers, agency).
  

2. Onboarding & Adoption

• Build standardized and scalable onboarding playbooks for brands, publishers and agencies.
• Ensure successful implementation and early wins during the first 30–90 days of account activation.
• Collaborate closely with Product, Sales, Marketing and Publisher Development to align education, support, and platform usage strategies.
  

3. Revenue Growth & Expansion

• Identify and drive expansion opportunities through feature adoption and partnership growth strategy
• Collaborate with Sales and Customer Solutions to renew and grow existing contracts.
• Organize QBR (Quarterly Business Review) and Executive business review for top clients
• Own the playbooks and tracking mechanisms for driving customer lifetime value.
  

4. Customer Experience & Feedback Loop

• Establish a “Voice of Customer” program to collect feedback and improve the product and services continuously.
• Act as a key liaison between customers and product/engineering to inform roadmap priorities.
  

5. Metrics & Success KPIs

• Take ownership of core success metrics such as:
  
  • Net Revenue Retention (NRR)
  • Churn Rate
  • Customer Health Score
  • Average Revenue per Account (ARPA)
  • NPS & CSAT

Requirements:

• 5+ years experience in Customer Success, Account Management, or Client Services in a SaaS or AdTech/MarTech environment.
• Proven success in managing teams of 5–15 people, including AMs, Success Managers, and Support roles.
• Strong command of customer lifecycle metrics, customer segmentation, and playbook execution.
• Experience working with CRM and CS tools (e.g., HubSpot, Salesforce).
• Experience working with both enterprise clients and partner ecosystems (e.g., publishers, agencies).
• Comfortable working in a rapidly changing, fast-paced environment with ambiguity.
• Deep understanding of the affiliate or performance marketing ecosystem is a plus
• Fluent in both Vietnamese and English (written & spoken)

Benefits:

• Salary:  Base salary up to 50 Mil + Commission
• Annual performance and salary reviews (salary increments every 6 months based on capability).
• Receive 85% of the official salary during the probation period.
• 13th-month salary and other holiday bonuses throughout the year.
• Annual health check-ups at reputable hospitals.
• Full welfare benefits and social insurance as per Vietnamese labor law.
• 12 days of annual leave and other public holidays.
• Travel, lunch allowances, and free drinks/coffee at the mini bar.
• Great working environment with friendly and talented colleagues.

YOU CAN SUBMIT YOUR CV HERE or email: tuyendung@permate.com