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.
• Operation CDP: Designed to support the operations of Sales and Service within enterprises.
• Analytics CDP: 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 three keywords:

• Respect
• Responsibility
• Ambition

These keywords were chosen by members of the company themselves, rather than imposed by top-down management.

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.

Info Background

• You will hold the title of Customer Success (CS) and be a member of a Growth team. Each Growth team consists of 2-4 CS members and reports to a Growth Manager (GM).
• Mobio will have multiple Growth teams, each directly managed by a GM responsible for driving the operations of a group of customer accounts. We are seeking new members for both Hanoi and Ho Chi Minh team.
• The customer portfolio you will be in charge of: 80% are BFSI and Enterprise, and 20% are clients from other industries and/or segments. Currently, Mobio serves customers in the Vietnam market, with plans to expand to regional markets within the next 1-2 years.
• To achieve your goals, beyond the internal Growth team, Customer Success will need to collaborate closely with:
  • Technical Service: The team responsible for ensuring system stability and coordinating with technical stakeholders.
  • PM, PO & SA (Product Managers, Product Owners, Solution Architects): Provide product insights during solution consulting, gather feedback, and drive product improvements.

Your responsibilities

As a Senior Customer Success, you will work under the management of the Growth Manager to:

• Provide product training & guidance to users throughout the the onboarding and adoption phases.
• Encourage clients to use the product regularly, deeply, and broadly (increasing engagement, adoption, and utilization rate).
• Receive, empathize, and resolve customer issues (tickets), ranging from inquiries, feedback to bugs or technical problems.
• Ensure compliance with Service Level Agreements (SLAs) committed to clients, providing timely and effective responses and support to users.
• Leverage product knowledge and an understanding of users’ business needs to advise them on optimal ways to operate and apply the product.
• Other tasks assigned by the Growth Manager in contributing to the Growth team’s objectives.

Top performers in this role will demonstrate

Knowledge & Experience

• 3-5 years of working in customer success, customer service/support, account management or relating experiences.
• A minimum of 2 years dealing with enterprise clients, with a preference for those in the BFSI sector and/or large-scale enterprises.
• A minimum of 2 years working with technology solutions such as Marketing, CRM, CDP, Loyalty, and/or similar solutions (no technical expertise required).
• Understanding of the Marketing, Sales, and Service operations.

Skills

• Strong communication skills, with the ability to present issues clearly and deliver coherent presentations.
• Proven excellent problem-solving skills.
• Systems thinking & critical thinking
• Fluency in English (upper-intermediate).

Personal traits

• Genuine curiosity about business and technology.
• Resilience and Growth mindset (since you are a part of Growth team)
• A touch of “product builder” trait, with a desire to contribute to elevating Vietnamese technology 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

• Income includes a fixed salary and performance-based bonuses. The total monthly income for the Senior Customer Success role ranges from 20-30 million VND.
• In addition to performance bonuses, a default 13th-month fixed salary policy is applied.
• Annual performance evaluation and income adjustment (once per year).
• The career path for this role is wide open, with opportunities to progress to Growth Manager (within 2-3 years, depending on your capability and effort) or pursue other tracks in implementation and solution consulting.

Environment and other benefit

Experience exceptional appreciation and care through our unique benefits packages:

• Special Maternity Benefit: 20 million VND per female employee upon childbirth.
• Healthcare Benefits: Annual health insurance for you and your relatives; annual health check-up (once per year).
• 12 days of annual leave per year; employees working for 5 years or more receive an additional 1 day of leave each 5 years.
• Each employee will receive 0.5 days of fully paid leave on their birthday.
• Sports Club Policy (football, badminton, swimming, running, etc.): 3 million VND per club per month.
• Quarterly fund for team building and engagement activities.
• Compassionate support for illness, bereavement, and congratulatory gifts for newborns of employees.
• Provision of work equipment.