Director of Customer Success

Company Description

KN Holdings, established in 1978, is one of Vietnam’s leading diversified groups with core businesses in real estate, hospitality, green energy, mining, agriculture, and industrial parks. The company focuses on sustainable development and long-term value creation across its portfolio. KN Holdings is committed to delivering high-quality services and solutions to domestic and international partners. Team members join a dynamic, growth-oriented environment with opportunities to contribute to strategic projects and innovation across multiple industries. Role Description The Director of Customer Success is a full-time, remote role responsible for driving customer satisfaction, retention, and long-term value across KN Holdings’ portfolio of services and solutions. This role oversees the customer success strategy, leads the customer success team, and ensures that key accounts receive proactive guidance, issue resolution, and ongoing support. Daily responsibilities include managing high-value customer relationships, monitoring customer performance metrics, identifying expansion opportunities, and coordinating with cross-functional teams such as sales, operations, and product to improve customer experience. The Director will design and implement customer success programs, standardize best practices, and report on customer health, risks, and outcomes to senior leadership.

Qualifications

Strong skills in Customer Satisfaction and Customer Experience to ensure positive, consistent, and value-driven interactions across all touchpoints. Proven expertise in Customer Retention and Account Management to maintain long-term relationships, reduce churn, and support upsell and cross-sell opportunities. Demonstrated Team Leadership capabilities to build, mentor, and manage a high-performing customer success team in a remote environment. Experience developing and executing customer success strategies, including customer health tracking, feedback programs, and continuous improvement initiatives. Excellent communication, negotiation, and stakeholder management skills, with the ability to collaborate effectively with cross-functional teams and senior leadership. Background in real estate, hospitality, energy, or related industries is an advantage, along with experience working with enterprise or strategic accounts. Bachelor’s degree in business, management, or a related field; advanced degree or relevant professional certifications in customer success or account management are preferred.