Customer Success & Implementation Specialist (HR & Payroll SaaS Platform)

Better HR is a cloud-based Human Capital Management System (HCMS) and payroll platform available on both web and mobile. Our solution helps organizations streamline HR processes including attendance tracking, leave management, overtime requests, recruitment, performance appraisal, and payroll processing.
Today, more than 1,000 companies across Myanmar, Sri Lanka, Singapore, Cambodia, and Vietnam use Better HR to manage over 100,000 employees and process more than USD 9 million in payroll every month.
We are looking for a full-time Customer Success & Implementation Specialist based in Ho Chi Minh City. This role is ideal for proactive, responsive, and customer-focused individuals who enjoy helping clients succeed and are comfortable working with software and technology products. You will play a key role in ensuring customers maximize the value of Better HR while receiving an exceptional service experience.
Key Responsibilities
Customer Support & Issue Resolution
Provide prompt and professional support to customers via live chat, phone, and email, targeting a first response time within one minute.
Investigate customer inquiries and technical issues, providing guidance, solutions, and best-practice recommendations.
Collaborate with Product, Engineering, and other internal teams to resolve complex issues.
Maintain accurate records of customer interactions and resolutions within the ticketing system.
2. Customer Onboarding & System Implementation
Guide new customers through the onboarding and implementation process of the Better HR platform.
Conduct product training sessions covering key modules such as attendance, payroll, leave management, and other HR functions.
Work closely with Sales, Product, and related teams to ensure a smooth transition from trial users to paying customers.
3. Customer Training & Product Adoption
Monitor platform usage and proactively engage customers with low adoption rates.
Organize and deliver online and onsite training sessions for HR Managers, Team Leaders, and end users.
Develop and maintain user enablement materials, including user guides, FAQs, knowledge base articles, and tutorial videos.
Promote adoption of advanced modules such as Performance Appraisal, Payroll, Recruitment, and other platform features.
4. Customer Relationship Management & Retention
Build strong, long-term relationships with customers by understanding their business goals and HR challenges.
Conduct regular check-ins to gather feedback, address concerns, and identify upselling or cross-selling opportunities.
Serve as the primary point of contact for key accounts and represent the voice of the customer internally.
5. Customer Feedback & Continuous Improvement
Collect customer feedback regarding product functionality and user experience, and communicate insights to the Product team.
Analyze recurring support issues and collaborate internally to improve customer experience.
Contribute to the development of internal knowledge bases and share best practices within the Customer Success team.
Qualifications
Education: Bachelor's degree in Business Administration, Human Resources, Information Technology, or a related field is p referred.
Experience
6 months to 5 years of experience in customer-facing roles, preferably within SaaS, software, or technology companies.
Experience in customer onboarding, user training, implementation, or customer support is highly desirable.
Skills
Strong communication and problem-solving skills in both Vietnamese and English.
Knowledge of HR processes or HR software systems is a significant advantage.
Excellent time management and prioritization skills in a fast-paced environment.
Ability to learn software products quickly and guide customers effectively.
Compensation & Benefits
Competitive salary based on experience and qualifications.
Performance-based incentives, including:
Bonuses for converting trial customers into paying customers.
Bonuses tied to customer retention and contract renewals.
Career growth opportunities within a fast-growing technology company.
Continuous training, mentorship, and professional development programs.
Work Location & Schedule
Office Address
27 Hoang Hoa Tham Street, Gia Dinh Ward (formerly Binh Thanh District), Ho Chi Minh City, Vietnam
Working Hours: Monday to Friday, 08:30 AM - 06:00 PM (Onsite)
Weekend Development & Support: 4 hours per weekend (Work From Home), allocated to customer support standby, product learning, training, and professional development activities.
Customer Success team members are expected to remain responsive to urgent customer issues outside regular business hours when necessary, particularly for payroll-related matters, critical system issues, or incidents that may significantly impact customer operations.