Junior Customer Success Manager

About the role

• As a Jr Customer Success Manager, you will taking ownership of essential administrative and manual processes, such as: onboarding execution, subscription administration, and data maintenance. Your daily efforts will keep our operations running smoothly. Your support ensures our Customer Success Managers can stay fully focused on customer engagement, adoption, and strategic growth.

What you'll do

• Manage a portfolio of growth/mid-market accounts or assist Senior CSMs with enterprise-level accounts to drive platform adoption and user engagement.
• Perform regular data maintenance and clean-up activities to ensure customer data and account metrics are always accurate and up-to-date.

• Build strong, trust-based relationships with customer stakeholders, focusing on day-to-day platform users and operational managers, through regular check-ins and training sessions.
• Document current administrative workflows and flag recurring bottlenecks to support the team's ongoing process improvements.

• Assist customers in configuring and optimizing their quality, production management, responsible sourcing, traceability, and compliance workflows within the Inspectorio platform.

• Monitor customer usage and performance data to provide health insights, proactively identify adoption risks, and recommend basic actions to improve user outcomes.

• Support the renewal process and help identify potential upsell and cross-sell opportunities, escalating them to Sales or Senior CSMs as needed.

• Troubleshoot common platform issues, answer "how-to" questions, and coordinate with internal support teams to resolve customer escalations efficiently.

• Collaborate closely with Product to communicate customer feedback, stay updated on new features, and help customers maximize product capabilities.

• Contribute to improving playbooks, enablement materials, and operational processes to enhance team consistency and the overall customer experience.

Qualifications

• 3+ years of experience in a customer-facing role (Customer Success, Account Management, Customer Support, or similar B2B SaaS environment).
• Excellent interpersonal and communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Eagerness to develop consulting skills, actively listen, ask thoughtful questions, and translate customer needs into actionable platform configurations.
• Ability to learn quickly, adapt to a complex product domain, and manage time effectively in a fast-paced environment.

• Basic understanding of CRM tools (e.g., Salesforce, HubSpot) and spreadsheet software (Excel/Google Sheets).

• Comfortable using AI tools (e.g., ChatGPT, Claude, Gemini) to improve personal productivity, drafting, summarizing, or preparing materials faster and with more consistency.

• Genuine interest / knowledge in manufacturing, supply chain or retail.

• Languages: Fluency in English is a must.

We offer a hybrid working model, combining the flexibility of remote work with regular collaboration at our Ho Chi Minh City office. It's the best of both worlds - focused work, meaningful discussion, and a strong engineering culture.

Benefits

Why it would be awesome to work with us

• 🍹 Unlimited Annual Leave: We prioritize your well-being and trust you to manage your time.

• 🏝️ Flexible Working Environment: Whether from home, our global hubs or a coffee shop, work where you're most comfortable.

• 💪 Project Ownership: You get to lead the initiatives you're passionate about, professionally or socially.

• 🌱 Grow with us: We're invested in your personal and professional development.
• 🌎 Global, diverse, and innovative team: Be part of a welcoming community from 30+ countries, where unique perspectives drive innovation.

• 🤝 Feel at home: Work closely with colleagues who value your voice, share our E.A.C.H. values, and help you be the best version of yourself.

• 🎉 Celebrate together: Enjoy remote and hub company and team events that strengthen our bonds and build a fun culture.

Our Values

• EXCELLENCE: We pursue mastery and craftsmanship. "Good enough" is our enemy. We have a thirst and desire for knowledge. There's always an opportunity to be better.

• AUTONOMY: We act independently when recognizing opportunities for improvement. We seek guidance and clear goals instead of orders. We self-assess the quality and impact of our work.
• COURAGE: We share our opinion, even if it's uncomfortable. We are candid with colleagues. We are willing to experiment and try something new, even if we're not sure it will succeed.
• HUMBLENESS: We crave opportunities to learn from the people around us. We leave our egos outside the office. We focus on listening to other perspectives.