Customer Success Manager

About LINE MAN Wongnai

At LINE MAN Wongnai, a cornerstone of our mission to "Digitalize Thailand" is the empowerment of local businesses through our Merchant Digital Solutions Business Unit. This dedicated unit is the engine that powers our merchant partners, equipping them with the cutting-edge technology they need to thrive in the digital economy.

We are committed to being the most essential technology partner for restaurants and retail businesses across the country. Our ecosystem of solutions includes the industry-leading Wongnai POS system, integrated payment solutions, powerful advertising platforms, and seamless integration with our on-demand delivery services. As we continue to rapidly innovate and scale these offerings, the efficiency and robustness of our internal operational processes are paramount to our success. This role is critical to building that scalable foundation, ensuring we can support our partners' growth effectively and efficiently.

Job Summary:

We are looking for a Customer Success Manager to lead and manage both the Customer Success team (Customer training team) and the Technical Field Service team.

This role is responsible for ensuring merchants are successfully onboarded, supported, and retained through strong process control, technical know-how, and operational leadership.

Your primary mission will be to drive activation quality, service reliability, and long-term merchant retention by aligning customer success execution with onsite technical support and partner management to ensure the best benefit and experience of customers from using our product, and maximize customer lifetime value.

What you'll Do:

• Technical Field Service Management: Oversee Technical Onsite Support operations, including installation, field service execution and asset collection, ensuring alignment with customer success objectives.
• Customer Success Leadership: Lead and manage the Customer Success team to ensure smooth merchant onboarding, activation quality, and ongoing engagement
• Regional & Partner Management: Establish and manage regional nodes or outsourced partners for onsite service, ensuring SLA adherence, service quality, contracts, and operational compliance. optimize cost and performance.
• Process & SOP Ownership: Design, implement, and continuously improve SOPs related to payment installation, hardware setup, quality control, onboarding, and repair processes.
• Service Quality & SLA Control: Monitor performance metrics, control SLAs, and address service gaps to reduce escalations, repeat issues, and customer dissatisfaction.
• Cross-Functional Collaboration: Work closely with Sales, Activation, Customer Support and Product teams to align operational execution with product requirements and customer expectations.
• Knowledge Sharing & Enablement: Ensure technical and operational know-how is effectively shared across teams, including onboarding standards, hardware setup, and repair handling.
• Retention & Improvement Focus: Drive initiatives that improve merchant activation success, reduce churn, and increase long-term retention through better service quality and operational stability.

What you'll Need:

• Bachelor's degree or higher in Business Administration, Engineering, Information Technology, or a related field.
• 5+ years of experience in Onsite support, Customer incubation, Customer Success, Customer onboarding, Operations, Technical Support roles.
• Experience with Payment solutions, POS systems, merchant platforms, restaurants, or retail/store environments is a plus.
• Familiar with EDC, Payment technology, IT systems, network, and hardware fundamentals, including IP configuration, DHCP settings, router configuration, and remote troubleshooting.
• Comfortable working with case-based support workflows, including investigation, resolution, and follow-up.
• Ability to analyze issues using logs, system data, screenshots, and user-reported information.
• Clear communication skills, able to explain technical issues and solutions to non-technical stakeholders.
• Strong ownership mindset, detail-oriented, and able to document and share solutions effectively.