Job Description

Team: B2B Revenue

Report to: Customer Success Director

Location: Bangkok, Thailand

About ELSA

ELSA is a leading innovator in English communication services, dedicated to transforming how people improve their English skills. Our flagship B2B solutions ELSA Enterprise and ELSA Schools leverage advanced AI to deliver personalized, real-time feedback on pronunciation, fluency, and communication effectiveness. ELSA empowers enterprises to enhance workplace communication and helps students build confidence and fluency through engaging, bite-sized learning experiences.

Our vision is to become the global leader in real-time, conversational English learning empowering over 1.5 billion language learners worldwide to speak with confidence, be understood, and share their stories. Join our talented team using the power of AI and proprietary speech recognition technology to make a real impact.

Backed by top-tier VCs like Google's Gradient Ventures, Monks Hill Ventures, and SOSV, we have offices in the U.S., Vietnam, Portugal, Indonesia, Brazil, and Japan.

Recognition includes:

• Top 4 Companies Using AI to Transform the World Forbes
• Top 5 Best AI Apps Research Sniper
• Top Edtech 150 ASU+GSV
• Top 100 AI Companies CB Insights

We are seeking a passionate and customer-focused Customer Success Manager to join our APAC team, with a dedicated focus on the Thailand market In this role, you will manage a portfolio of B2B clients, ensuring successful onboarding, driving product adoption, and supporting renewals and upsell opportunities all while delivering a seamless and high-impact customer experience.

To support ELSAs continued growth in Thailand, this role will also temporarily include a hybrid business development component, where you will help identify and engage new B2B opportunities across the corporate, education, and training center sectors.

You will collaborate closely with cross-functional teams across Sales, Marketing, and Product at both regional and global levels.

Key Responsibilities:

Customer Success Management:

• Take full ownership of a portfolio of strategic ELSA customers, ensuring high engagement, retention, and satisfaction.
• Partner with the Sales team to craft account strategies that drive upsell and renewal success.
• Develop tailored success plans to guide product adoption, business impact, and customer loyalty.
• Lead onboarding and implementation efforts for new clients, acting as a trusted advisor and product expert.
• Build strong executive relationships with client stakeholders and advise on internal L&D strategies.
• Collaborate with internal teamsSales, Marketing, Renewalsto execute integrated customer programs and campaigns.
• Contribute to the development of global Customer Success processes, playbooks, and enablement materials.

Business Development (Thai Market Support)

• Build a pipeline of new B2B opportunities in Thailand across corporate, education, and training center segments.
• Execute outreach strategies (calls, emails, networking) and support localized marketing campaigns in collaboration with our Marketing team.
• Conduct market research to identify local trends, competitors, and white-space opportunities in the EdTech landscape.
• Track and report on key performance metrics to support market expansion goals.

Qualifications:

• Fluency in Thai and English (other language skills are a plus).
• 5+ years of experience in Customer Success, Account Management, Consulting, or Salespreferably within SaaS or EdTech.
• Strong interpersonal skills with a proven ability to build trusted relationships at senior levels within large, complex organizations.
• Familiarity with working across cross-functional teams (Sales, Product, Marketing).
• Demonstrated ability to manage both high-touch enterprise clients and scaled long-tail customer strategies.
• Passion for coaching and mentoring others, with a desire to build and grow the Customer Success function.
• A strategic thinker with a data-driven mindset and a bias for action.
• Curious, self-motivated, and committed to lifelong learning.
• Strong written and verbal communication skills, along with excellent time and project management.

Why You'll Love Working at ELSA

• Join a purpose-driven company committed to improving global communication.
• Be at the forefront of AI innovation in language learning.
• Lead meaningful projects and work alongside a talented, passionate global team.
• Competitive compensation and benefits.