Job Description

Want to sit at the intersection of e-commerce, logistics, and AI — and own the relationship with the customers using our platform every day?

Parcel Perform is looking for a Customer Success Manager to join our team in Ho Chi Minh City. You have strong written and spoken English, 2–4 years of experience in a customer-facing SaaS or tech role, and you're technically savvy and confident on customer calls. You're also AI-first in how you work, interested in e-commerce and logistics, and ready to take on real ownership. Help us drive Parcel Perform's growth and join our team. We're looking for you!

WE NEED YOU ON OUR TEAM!

All the creativity, energy, knowledge and great ideas of the people working on our product and our business need to be matched by an equally strong customer-facing team. We need you to go above and beyond our customers' expectations — on calls, on chat, and everywhere in between.

As a Customer Success Manager at Parcel Perform, you'll own the day-to-day relationship for a portfolio of e-commerce and logistics clients post go-live. You'll drive platform adoption, resolve technical questions, and make sure customers achieve measurable outcomes with our AI-powered delivery experience platform. Your Key Account Manager partner owns the commercial side — renewals, expansion, pricing — so you can focus fully on customer success and execution.

WHAT YOU’LL DO

• Own a portfolio of customers as their main day-to-day contact. You'll respond to questions across email, chat, calls and ticketing, and you'll lead regular check-ins and review calls to keep customers on track.
• Drive product adoption and platform value. You'll proactively review how customers are using Parcel Perform, spot gaps or opportunities, and guide them toward features and use cases that move their KPIs.
• Manage technical issues end-to-end. You'll triage and resolve customer tickets, work with our Product and Engineering teams on anything more complex, and keep the customer informed throughout.
• Be the voice of the customer internally. You'll feed structured insights back to Product, Engineering, and Sales so we keep improving the platform and the experience around it.
• Partner with your Key Account Manager. They lead commercial conversations; you make sure the customer is healthy and getting value, so renewals and expansion are a natural next step.
• Respond to production alerts and incidents affecting your accounts - proactively, before customers report them, and within agreed SLA windows
• You use AI tools as a natural part of how you work - to move faster and free up time for the work that actually needs your attention.

WHAT YOU SHOULD BRING ALONG!

We at Parcel Perform believe in innovation, energy, and resourcefulness for everything we do. We will not stop delivering an outstanding product that we can be proud of and need you to help us to inform the world. You need to feel the same way about our offering and bring along the following things:

• Strong written and spoken English. You'll handle written communication daily (tickets, email, Slack), and you'll lead customer calls and review meetings with both technical and non-technical stakeholders. Confidence on calls matters as much as clarity in writing.
• AI-first mindset. You actively use AI tools (Claude, ChatGPT, etc.) to work faster, draft better, and free up time for high-value customer work. You're comfortable rethinking your own workflows around AI rather than doing things the old way.
• Technical curiosity. You enjoy working with software, APIs, and data, and you're not afraid to dig into how things work. Hands-on experience with SaaS platforms, APIs, ticketing tools (Jira), or CRMs (HubSpot) is a strong plus.
• A structured, ownership-driven personality. You follow through, you communicate proactively, and you're the kind of person who'd rather fix the root cause than work around it.
• 2–4 years in a customer-facing role at a SaaS or tech company; customer success, customer support, account management, or implementation.
• Comfortable working with a global team across Vietnam, Singapore, the GermanyNetherlands, and the US.

WHAT YOU’LL GET IN RETURN

• We offer a fair and competitive compensation package, and we have a preference for internal promotions whenever opportunities come.
• Having presence in Singapore, Vietnam, and Europe, our team is international and highly motivated. You will have many opportunities to work with and alongside people from around the world that share the same passion and dedication.
• Through 1-1 catchups, we continuously work with you on your strengths and weaknesses across many important dimensions and look at ways for you to address them and further your development.
• Located in a quiet area with little traffic, full of natural light and within walking distance to many convenient facilities, our office in Ho Chi Minh City makes work-life integration to the fullest.
• Our working environment is open and our working hours are flexible. Work From Home is available by request and the leave plan is unlimited.
• And all the usual perks you’d expect from a fast-growing company like free lunch, free fruit, snacks, extra insurance and health care, team bonding events, various training programs, and more.

WHY JOIN PARCEL PERFORM?

Parcel Perform (www.parcelperform.com) is the leading AI Delivery Experience Platform, enabling brands to thrive in the age of AI Commerce by connecting AI Visibility with operational excellence and customer retention.

Built on the industry's most comprehensive logistics data—tracking over 1,100+ carriers, 155+ event types, and 36+ languages—the platform offers a full suite of solutions: AI Commerce Visibility, Checkout Experience, Post-Purchase Experience, Returns Experience, and Logistics Experience. All solutions are powered by the company's central intelligence layer, AI Decision Intelligence, with the new AI Commerce Visibility solution connecting a brand's visibility across AI shopping agents to its actual delivery performance.