Customer Success Executive

We are a fast-growing SaaS company in the EduTech space, operating mainly in Singapore, Vietnam, and Malaysia, with almost 2000 schools as customers. Our mission is to revolutionize early childhood education through technology and provide innovative, scalable solutions to our customers. With a team of 60 talented individuals, we are committed to transforming the way education is delivered in the Southeast Asian region and beyond.

Title: Customer Success 
Location: Hanoi 
Department: Angel
Reports to: CPO

As a Customer Success Account Manager, you are responsible for the adoption, usage and success of a portfolio of clients. By building trust and enabling the success of your clients, you will be able to drive revenue growth through renewals and upselling. You are the primary customer-facing role, and your insights and relationships will allow you to realize incredible value for our customers, helping them love LittleLives as much as we do!

What You Will Be Doing

• Close renewal business on a quarterly basis, meeting or exceeding assigned quota.

• English communication (able to speak and present)

• Upsell new business to existing clients to increase value per customer.

• Actively own the adoption, usage and success of a portfolio of customers.

• Engage with and understand customers’ businesses, needs and use cases for LittleLives.

• Deliver expert engagements, such as training and onboarding, to educate and empower our customers to realise business value and maximise their ROI.

• Partner closely with internal cross-functional team members to help understand the account and research solutions to solve customers business needs and challenges.

• Operational discipline to ensure transparency on customer account health and accurate retention and upsell forecasting.

• Identify insights and needs, and channel this information to product teams to develop new and improved features by.

• Provide subject matter expertise on School Management Systems and become a trusted advisor to LittleLives’ customers.

What you need to succeed 

• Strong interpersonal skills and desire to work in a dynamic and fast-paced environment.

• Ability to build and maintain relationships across multiple levels with assigned accounts and become a trusted advisor.

• Strong communication and problem-solving skills.

• Proven experience driving customer retention and growth initiatives, achieving high retention rates and strong upsell results, with customer satisfaction in a post sales environment.

• Proven success leading customer-facing presentations, training and engagements.

• Ability to handle objections, prioritise customer issues and collaborate with manager and colleagues to effectively drive resolution.

• Keen interest in IT / Early childhood industry

Nice-to-have 

• Experience in software as a service

• Experience working with CRM systems such as Hubspot

• Experience in IT/Early childhood industry

Interview Process

1. Role Challenge 

2. Technical Interview