Customer Success Specialist SaaS/ IT background

Seeking a proactive, agile and technically-savvy Customer Success & Growth Specialist with excellent command of the English language (verbal and written) who thrives in a dynamic startup environment. This is a freelance full time role based in Ho Chi Minh City. You may have to work night hours where needed to support overseas clients.

About the Company:

Facilitybot is an innovative SaaS Facilities Management software designed to streamline operations, maintenance workflows, and client support for modern facility teams. At FacilityBot, our clients are at the heart of everything we do. As our Customer Success & Growth Specialist, you won't just be managing client relationships-you will be driving our expansion. Your work bridges client onboarding, strategic partnerships, and inbound/outbound growth, playing a pivotal role in scaling our footprint in the smart facilities management market.

Key Responsibilities

Customer Success & Onboarding:

• Guide new clients through seamless onboarding, system configuration, and product training (via emails, calls, or video demos).
• Act as the primary point of contact for customer inquiries, troubleshooting issues, and monitoring user satisfaction.
• Identify upsell and cross-expansion opportunities within existing accounts.
• Gather satisfied client testimonials

Growth & Channel Partnerships:

• Support strategic channel partnership initiatives to expand our market reach.
• Coordinate and align digital marketing efforts to drive awareness and lead generation.

Sales Enablement & Pre-Sales:

• Oversee and support Sales Development Representatives (SDRs) to optimize lead flow and outreach performance.
• Assist with pre-sales technical inquiries, product demonstrations, and crafting proposals for prospective enterprise clients.

• Experience: 1 to 3+ years of experience in Customer Success, Account Management, Growth Marketing, or B2B SaaS environments.
• Communication: Exceptional written and spoken English proficiency, with the ability to communicate technical concepts clearly to diverse clients.
• Skills & Mindset:
• Tech-savvy and quick to master new software platforms (knowledge of Facilities Management or operations software is a major bonus).
• Highly organized, capable of multitasking across customer support tickets, partner meetings, and marketing tasks in a fast-paced environment.
• Proactive problem-solver with a collaborative attitude.

OUR CULTURE

• We dream big and we think deep. We pay attention to the little details and we dedicate ourselves to building the best product we can to enhance our users' experience.
• We believe that people fulfill their potential when they're at their happiest, so we try our best to create a good environment where we can all excel. We love to do our best and we strive to learn how to do better.
• We believe we can be in control of our time and make the most out of it. We will work hard, spend time with our family, be healthy and enjoy the fruits of our labour all at the same time.

WHAT IS IT LIKE WORKING WITH US?

We Help You GROW
We believe in continual learning and training and devote resources to help you keep your skills relevant and sharp.

High Visibility
Your opinions & suggestions will be heard and you will help shape the company.

Build Awesome products
See our portfolio. We do not compromise on building awesome products.

We Empower You To Be Successful
We will provide you with the resources you need to get the job done productively be it workstations or devices or others. We abhor bad desk ergonomics and also don't believe in working only on one monitor.

Competitive Compensation
You take good care of us and our clients, we will take good care of you.