CSM, Solutions (Early stage start-up, B2B SaaS, Thai Speaking)

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’re building an Enterprise Restaurant Operations SaaS solution to increase efficiency, drive revenue, boost loyalty and enhance guest satisfaction.

About the Role

We’re hiring a commercially-minded Customer Success Manager (CSM) to own and grow relationships with enterprise and mid-market restaurant customers. This role sits at the intersection of account management, customer advocacy, and revenue growth, with responsibility for renewals, upsells, and feeding customer insights back into Product, Sales, and Operations.

Responsibilities

• Own a portfolio of enterprise and mid-market restaurant customers and act as the primary post-onboarding contact
• Build trusted, long-term relationships with owners, operators, and managers to drive strong renewal outcomes
• Identify and position upsell and cross-sell opportunities across features, modules, locations, or licenses; forecast and manage the expansion pipeline with Sales
• Conduct discovery to uncover operational, financial, and workflow pain points and translate them into product value propositions
• Share structured customer feedback with Product and Engineering and advocate for customer needs and feature improvements
• Monitor usage, adoption, and engagement metrics; identify churn risk and execute retention strategies
• Conduct regular business reviews (QBRs) to demonstrate ROI, and maintain accurate account notes, health scores, and forecasts in the CRM
• Partner with Sales, Product, and Support to resolve issues, improve customer experience, and contribute to playbooks 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 with the ability 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

Benefits

• Hybrid workstyle with a modern office in Bangkok (Interchange 21, near BTS Asoke / MRT Sukhumvit)
• Private medical insurance, social welfare coverage, and a company care fund
• Provident Fund matching and potential equity for early employees
• Relocation support, visa and work permit assistance for hires from abroad
• Work equipment provided (MacBook and large external monitor), stocked kitchen with drinks and snacks
• 25 days paid leave per year (including public holidays) plus a sabbatical month every 3 years
• AI allowance budget for tools and learning, growth opportunities, regular feedback and a clear levelling framework