CSM, Solutions (Early stage start-up, B2B SaaS) (Bangkok, Visa and Relocation Package Provided)

About the Company

As a stealth-mode start-up incubated within a software consultancy, our mission is to revolutionize the restaurant industry through seamless and personalized customer experiences. We are building an Enterprise Restaurant Operations SaaS solution to help restaurants increase efficiency, drive revenue, increase loyalty and enhance guest satisfaction. We’re on the lookout for passionate individuals to join us on this journey.

About the Role

We’re looking for a commercially-minded Customer Success Manager (CSM) to own and grow relationships with our enterprise and mid-market customers. This role sits at the intersection of account management, customer advocacy, and revenue growth. You’ll be responsible for driving renewals, upsells, and cross-sells, while deeply understanding customer pain points and feeding insights back into Product, Sales, and Operations.

Responsibilities

• Customer Relationship & Retention: Own a portfolio of restaurant customers across enterprise and mid-market segments; act as the primary point of contact post-onboarding; build trusted, long-term relationships with owners, operators, and managers; drive strong renewal outcomes through proactive engagement and value delivery.
• Upselling & Cross-Selling: Identify expansion opportunities across features, modules, locations, or licenses; proactively position relevant solutions based on customer needs; forecast and manage the expansion pipeline with Sales; handle commercial conversations, objections, and negotiations.
• Pain Point Discovery & Value Creation: Regularly uncover operational, financial, and workflow pain points in restaurant operations; translate customer challenges into product value propositions; share structured feedback with Product and Engineering; advocate for customer needs and feature improvements.
• Account Health & Success Metrics: Monitor usage, adoption, and engagement metrics; identify churn risk early and execute retention strategies; conduct regular business reviews (QBRs) to demonstrate ROI; maintain accurate account notes, health scores, and forecasts in the CRM.
• Cross-Functional Collaboration: Partner closely with Sales on expansions and renewals; work with Product and Support to resolve issues and improve customer experience; contribute to playbooks, success frameworks, and scalable CS processes.

Qualifications

• Must-Have: 2–5+ years experience in Customer Success, Account Management, or SaaS Sales; proven experience with renewals, upselling, or cross-selling in a B2B SaaS environment; strong discovery skills to uncover real customer pain; commercially confident with negotiation and influencing skills; comfortable managing multiple accounts and priorities simultaneously.
• Nice-to-Have: Experience in restaurant tech, hospitality, POS, payments, or operations software; familiarity with CRM tools and CS platforms; experience with multi-location or franchise customers; data-driven mindset and comfort using metrics to guide decisions.

Benefits

• Potential equity for early employees and opportunities for professional growth and leadership.
• Private medical insurance, social welfare coverage, and a company care fund; matched monthly Provident Fund contributions.
• Visa, work permit support and relocation package for international hires; hybrid work arrangement (Bangkok office at Interchange 21, near BTS Asoke / MRT Sukhumvit).
• Company-provided MacBook and large external monitor; annual AI budget for tools and learning; stocked kitchen with drinks and snacks.