Vice President of Customer Success

Company Description

MTI Vietnam Industrial Co., Ltd. is a growing company operating in the industrial and manufacturing sector, serving a diverse portfolio of regional and international clients. The organization focuses on delivering reliable, high-quality products and services that support customers’ operational efficiency and long-term business goals. MTI Vietnam Industrial Co., Ltd. promotes a culture of collaboration, accountability, and continuous improvement. Team members are encouraged to share ideas, optimize processes, and create better experiences for customers and partners. The company values integrity and sustainable growth, offering professionals the opportunity to influence customer-centric strategies at scale. Role Description The Vice President of Customer Success is a full-time, remote leadership role responsible for building and overseeing the customer success function for MTI Vietnam Industrial Co., Ltd. This role includes defining and executing customer success strategies, setting performance metrics, and developing processes that promote customer satisfaction, retention, and growth. The Vice President will lead and mentor a distributed customer success team, coordinate closely with Sales, Product, and Operations, and ensure that customer feedback informs strategic decisions. Day-to-day responsibilities include reviewing account health, guiding key accounts through onboarding and ongoing engagement, resolving complex customer issues, and identifying upsell and cross-sell opportunities. This role also involves reporting on customer success performance to executive leadership and championing a customer-centric culture across the organization.

Qualifications

Demonstrated ability to drive Customer Satisfaction and enhance Customer Experience through structured programs and measurable initiatives. Proven track record in Customer Retention and Account Management, including managing strategic accounts and long-term customer relationships. Experience collaborating closely with Sales teams to align customer success efforts with revenue goals, upsell opportunities, and growth strategies. Extensive experience leading customer success or account management teams, ideally at the director or vice president level. Strong analytical skills with the ability to interpret customer data, define KPIs, and use insights to inform strategy and improve outcomes. Excellent communication, negotiation, and stakeholder management skills, with the ability to influence cross-functional teams in a remote environment. Background in industrial, manufacturing, or B2B environments is highly beneficial; experience working with international customers is an advantage. Bachelor’s degree in Business, Management, Engineering, or a related field; advanced degree is a plus.