Customer Success Manager, Thailand

Job description

Team: B2B Revenue Report to: APAC Customer Success Leader Location: Bangkok, Thailand/ Ho Chi Minh City, Hanoi, Vietnam About Us ELSA is a global leader in AI-powered English communication training, dedicated to transforming how people learn and speak English with confidence. Founded in 2016 and headquartered in San Francisco, we operate across the U.S., Vietnam, Portugal, Indonesia, Brazil and Japan. Powered by proprietary speech-recognition technology and generative AI, ELSA delivers real-time, hyper-personalized feedback to help learners improve pronunciation, fluency, and overall communication effectiveness. With over 50 million learners and 1 billion hours of anonymized speech data, ELSAs depth of language training intelligence is unmatched in the industry. Our B2B flagship platforms ELSA Enterprise and ELSA Schools empower organizations and educational institutions to elevate communication capabilities and unlock personal and professional opportunities for their people. We design engaging, bite-sized learning experiences that adapt to each learner's goals and context, ensuring measurable improvement and lasting confidence. Our vision is to become the global standard for real-time English communication training, enabling 1.5 billion language learners worldwide to speak clearly, be understood, and share their stories with the world. Backed by world-class investors including Googles Gradient Ventures, Monks Hill Ventures, and SOSV, ELSA has been recognized among the top global AI innovators: Forbes Top 4 Companies Using AI to Transform the World Research Sniper Top 5 Best AI Apps ASU+GSV EdTech 150 CB Insights Top 100 AI Companies Join us in shaping the future of language learning and empowering millions to unlock opportunity through confident communication. Job Summary 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). 3+ 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.