Customer Success Team at Filum is the critical bridge ensuring that customers generate real, measurable value from the Filum AI Platform.

Solution Advisory & Design

• Drive solutions from discovery to delivery. Work with Sales and Product experts to address client‘s challenges and design bespoke AI-driven solutions.
• Guide clients in planning use-case-specific implementation and platform configuration
• Act as a product expert to ensure customers are maximizing the full value and ROI of the Filum Platform from day one.

Own the Entire Customer Journey

• Take end-to-end ownership of customer journeys: onboarding → adoption → renewal
• Build tailored Success Plans for each client
• Leverage feedback & usage data to drive outcomes

Consult Strategically with Executives

• Build trusted relationships with client decision-makers (e.g. Head of CX/CS, COO, CEO)
• Provide strategic advice on CX, AI Contact Center, Automation

Data-Informed Customer Success

• Monitor Customer Health Scores to proactively mitigate churn risks or identify upsell/expansion opportunities
• Leverage behavioral data to surface meaningful insights and make informed recommendations

Be Builder of an AI-Native CS Team

• Proactively automate your own workflows
• Create playbooks, templates, and onboarding tools
• Contribute to design new workflows, SOPs, or templates to improve CS productivity and scalability

Must-Haves:

• Value-driven mindset: You ask, “Does this create real value for our customer?” – and act accordingly
• System thinker & self-learner: You love breaking down problems to the root and using logic + tools to optimize how things work
• Fast-pace builder: You move fast, take initiative, and don’t wait for someone to assign you tasks
• Clear communicator: You can write clearly, speak effectively, and structure ideas in both Vietnamese & English
• Team-first attitude: You respect others‘ time, collaborate well with cross-functional teams

 

Nice-to-Haves:

• Have experimented with AI tools (like N8n, custom GPTs, or other no-code platforms), and are curious to learn about building Agentic AI
• Experience with visualization to create customer-facing content like slides, video walkthroughs, or checklists
• Familiarity with SaaS / AI / B2B software, or hands-on experience with a tech product
• Background in startups or small teams where you had to lead or build things from scratch

 

This role may not be a good fit if:

• You prefer being assigned tasks instead of actively proposing solutions
• You see Customer Success as customer service, instead of a value-driving role
• You‘re uncomfortable with speed, ambiguity, or constant learning