Customer Success Consultant

4 days ago

Bangkok, Bangkok, Thailand GoPomelo Co., Ltd. Full time

Job Purpose

The Customer Success Consultant ensures clients achieve measurable business value from GoPomelo's cloud and AI solutions. This role partners with customers throughout their post-sales journey — from onboarding to adoption and optimization — to help them maximize product usage, satisfaction, and long-term partnership success. The consultant also provides insights back to internal teams to drive continuous improvement of products, services, and customer experience.

Key Responsibilities:

Customer Engagement & Onboarding

  • Act as the primary point of contact for assigned customers after implementation.
  • Facilitate onboarding sessions and ensure customers understand solution capabilities and success criteria.
  • Define adoption goals and customer success plans aligned with business objectives.

Adoption & Value Realization

  • Monitor product utilization, user engagement, and performance metrics to track adoption progress.
  • Identify barriers to adoption and work with internal teams (Technical, Sales, Change Management) to remove obstacles.
  • Provide actionable recommendations to customers to enhance ROI and achieve desired outcomes.

Relationship Management

  • Build and maintain trusted-advisor relationships with key customer stakeholders.
  • Conduct regular business reviews (QBRs) to communicate progress, insights, and opportunities for optimization.
  • Identify upsell or cross-sell opportunities in collaboration with Account Managers.

Customer Advocacy & Feedback Loop

  • Capture customer feedback and communicate it to internal teams to improve service quality and solution design.
  • Contribute case studies, testimonials, and success stories for internal and marketing use.
  • Escalate critical customer concerns promptly and coordinate resolutions across teams.

Internal Collaboration

  • Partner with the Sales, Pre-Sales, and Change Management teams to ensure smooth customer handover and alignment on account strategies.
  • Support knowledge sharing through playbooks, process documentation, and best practice guides.

Qualifications:

  • Bachelor's degree in Business, IT, or related field.
  • 2–4 years' experience in Customer Success, Account Management, or Cloud Adoption roles.
  • Strong communication and presentation skills in Thai and English.
  • Analytical and data-driven, capable of interpreting usage data and customer health metrics.
  • Experience with Google Workspace, Microsoft 365, or similar SaaS platforms is an advantage.
  • Proactive, consultative, and customer-centric mindset with a focus on long-term relationship building.

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