About us

We are a SaaS (Software as a Service) Product Builder. Our main product is CDP (Customer Data Platform), which supports businesses in consolidating and analyzing customer data, thereby optimizing and automating Marketing, Sales, and Service operations.Our solutions have been leveraged by large enterprises across various sectors, including BFSI and multi-industry conglomerates such as MSB, VIB, HDBank, BVBank, Dai-ichi Life, SunGroup, Guardian, Sapporo, and more.We proudly received the Sao Khue Award in 2023 and have been recognized on the global MarTech and CDP technology map by two prestigious international organizations, ChiefMarTec and CDP Institute.

Our Products

CDP (Customer Data Platform) has been widely mentioned in the Vietnamese market over the past years and has garnered significant expectations from businesses who focus on digital transformation and invest in customer experience.At Mobio, we develop a “specialized” CDP by breaking down the broader CDP solution into distinct branches tailored to specific business functions and industries. Those include:

• Activation CDP: Designed to support Digital Marketing operations.
• Smart CRM: Designed to support the operations of Sales and Service within enterprises.
• Analytics Data Platform (ADP): Designed to serve Data Engineers and Data Scientists.

Our Product Development Framework

Our platform primarily focus on the needs of cross-departmental operations and processing large-scale data for enterprises. The “solution-oriented” nature of Mobio’s products stands out above the general standard in the market. As a result, we have adopted the SAFe 6.0 (Scaled Agile Framework) — a product development framework combining the Agile & Lean mindset, designed for large-scale teams and complex solutions. Currently, Mobio can be considered one of the first companies in Vietnam to successfully adopt SAFe 6.0 in its software development process.

Our culture

Our core culture and values can be summarized in 4 keywords:

• Respect — We respect our colleagues and our customers.
• Ownership — We take ownership of what we create.
• Ambition — We strive to reach higher every day.
• Labor of love — Every piece of work we do demonstrates love, joy, and passion.

Your career roadmap with Mobio

At Mobio, we have implemented Ladder — a software product designed to support career development for employees. It includes recording current competencies, evaluating expertise/workload/work quality on a periodic basis, and creating a roadmap (destination and necessary steps) to help employees achieve desired job titles or income levels according to their career path.Employees have the autonomy to choose their goals and development roadmap. For example: What needs to be done to increase income by 100% within three years?

Job Description

Job Purpose:

In the structure of a B2B SaaS company, the Customer Success team plays a vital role—acting as the Voice of the Customer within the organization by deeply understanding their needs, operations, and challenges, while also representing Mobio by providing timely and valuable assistance, guidance, and consultation.The value you create lies in delivering an optimal experience for customers and users throughout their interaction and use of the product, thereby contributing to our shared goal of Retention & Growth.

Background Info

• Title: Customer Success Manager (CSM)
• Reporting Line: Reports directly to the Team Leader.
• Work Location: Openings available in both Hanoi (Headquarters) and Ho Chi Minh City Office.
• Client Base: 80% focuses on the BFSI (Banking, Financial Services, and Insurance) sector and Large Enterprises; 20% covers other industries and segments. Mobio is currently planning to expand into the regional market (SEA).
• Account Assignment: Each account is typically managed by a team of 2–3 CS members, depending on the account’s complexity and personnel seniority. As a Senior member, you will take the lead in strategizing and driving the “Success Plan” for your assigned accounts, ensuring all milestones are met and value is delivered.

Key Responsibilities

• Product Operations: Ensure seamless product performance. Receive, analyze, and resolve customer tickets, ranging from inquiries and feedback to technical issues/bugs. Strictly adhere to committed SLAs (Service Level Agreements) while providing timely and effective support to end-users.
• Onboarding & Implementation: Lead training sessions and provide hands-on guidance to customers and users during the onboarding phase and throughout their product journey.
• Customer Success: Drive customer success by fostering deep and consistent product usage (Increasing Engagement, Adoption, and Utilization). Leverage product expertise and business insights to consult customers on optimizing their operational workflows through our solutions.
• Growth: For strategic accounts, the CS team may directly operate the solutions and/or serve as a dedicated consultant, working as an extension of the customer’s internal team.
• Account Management: Monitor Customer Health Scores, tracking operational shifts, business requirements, and stakeholder changes. Develop and execute action plans to ensure long-term success and manage contract renewals.
• Internal Contributions: Collaborate on internal operations, including training, expanding the Knowledge Base, and participating in broader customer care initiatives.

Top performers in this role will demonstrate

Knowledge & Experience

• 3–5 years of experience in Customer Success or roles with similar responsibilities as described.
• Minimum of 2 years working with technology solutions such as Marketing, CRM, CDP, Loyalty, or software of equivalent complexity.
• Minimum of 2 years in B2B client management, with the confidence to engage and collaborate with stakeholders at Manager, Director and upper positions. Priority will be given to candidates with experience in BFSI (Banking, Financial Services, and Insurance) sectors.
• Solid understanding of operational workflows in Marketing, Sales, and Service.

Skills

• Excellent communication, with the ability to effectively deliver complex topics and presentations.
• Strong logical and systems thinking.
• High agility and proven problem-solving capabilities.
• Leadership, coordination, and teamwork skills.
• English proficiency: Equivalent to Upper-Intermediate or above.

Personal traits

• Aligned with Mobio’s 4 core cultural values (mentioned earlier)
• Genuine curiosity about business and technology.
• Resilience and persistence, with the ability to thrive under high pressure
• A touch of “product builder” trait, with a desire to contribute to elevating Vietnamese intellectual products.

If you don’t possess all of the above listed Knowledge, Experience and Skills (let’s say 70-80%) but you have all of the Personal traits mentioned, we’d still love to discuss a roadmap with you.

Why Mobio?

Income and career path

• Annual Package: Negotiable.
• Performance-based Income: Mobio applies a performance-based compensation model (comprising a fixed base salary and performance-linked incentives). This offers you the opportunity to exceed the negotiated package for outstanding achievements or exceptional contributions.
• Performance Review: Salary and competency evaluations are conducted annually.
• Career Roadmap The Customer Success profession demands a broad and deep set of skills. This is a multi-year journey of continuous effort and growth. However, should you wish to pivot or specialize further, there are several common career paths:
  • Account Manager: If you excel at account management, stakeholder relations, and possess a strong business mindset.
  • Digital Transformation / Solution Consultant: If you have accumulated deep industry vertical knowledge and possess strong consulting skills.
  • Department Head (CS Team leader): If you demonstrate leadership and people management capabilities in addition to your expertise.

Given your Senior status (or near-Senior, meeting 70-80% of requirements), we believe you already have a professional direction. Mobio is committed to listening to your aspirations and providing the best possible environment to support your personal career roadmap.

Environment and other benefit

Experience exceptional appreciation and care through our unique benefits packages:

• Special Maternity Benefit: 10 or 20 million VND per female employee upon childbirth (applicable to employees with more than 1 year of service).
• Healthcare: Annual health insurance and one annual health check-up for employees.
• Training & Development: Up to 20 million VND per year for employee training and professional development.
• Annual Leave: 12 days per year; employees with 5 or more years of service receive 1 additional day per year.
• Each employee will receive 0.5 days of fully paid leave on their birthday.
• Sports Clubs (football, badminton, swimming, running, etc.): 1.5–3 million VND per club per month.
• Quarterly fund for team building and engagement activities.
• Compassionate support for sickness, bereavement, weddings, and congratulatory gifts for employees’ newborns.
• Work Equipment: Full provision of necessary working equipment.