• Location: Hanoi, Vietnam

• Department: Customer Success

• Report to: Customer Success Lead, 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.

Role Summary
We are looking for a motivated and experienced Customer Success Leader to manage strategic accounts and guide our customer success team, ensuring exceptional client satisfaction, retention, and growth. This role is crucial for enabling Elsa to meet our growth goals by fostering strong client relationships, developing industry best practices, and collaborating with other Customer Success Leads to implement them across the practice. This is a “player-coach” role, in that you will directly manage key clients, contribute to internal strategy and oversee customer success managers.
About this role

• You understand the strategies, processes and best practices required for customer onboarding, retention, and expansion, and enjoy mentoring others to leverage your expertise.

• You are skilled at collaborating with cross-functional teams (sales, product, marketing) to align customer success goals with broader company objectives.

• You are experienced in dealing with large and medium-sized enterprises, and scaling support for long-tail strategy, adeptly managing diverse stakeholder layers within complex organizational frameworks. You develop strong relationships with senior client leaders to ensure alignment of goals and objectives between Elsa and our clients.

• Additionally, you exhibit adaptability and ingenuity in implementing both personalized and broad-reaching strategies (e.g., webinars, and lifecycle email campaigns) to drive engagement and cater to customer needs. With a penchant for data-driven solutions, you naturally gravitate towards establishing scalable and streamlined processes.

• You are interested in participating in the growth of the business, taking on special assignments and responsibilities that will help us meet our growth goals.

Key Responsibilities

• Take proactive ownership and oversee the success of a designated portfolio of strategic ELSA customers.

• Collaborate closely with the Sales team to devise tailored account strategies for individual customers, aimed at achieving retention and upselling objectives.

• Craft personalized success plans for each assigned client aimed at fostering ELSA product adoption, expansion, and loyalty within the portfolio.

• Lead the onboarding and implementation process for new clients, establishing expertise in ELSA products.

• Forge and sustain trusted advisor relationships at the executive level, providing consultancy on clients' internal learning and development strategies.

• Engage with internal stakeholders, including renewals managers for retention, sales for upselling, and marketing for customer events, to drive collaborative success.

• Collaborate with the global team in developing internal and customer-facing processes, initiatives, and materials to enhance the effectiveness and efficiency of the Customer Success department.

• What You Will Have
  Fluency in English, and preferably proficiency in another language (Chinese or Korean or Thai is a plus).

• Display a passion for teamwork and a dedication to contributing to the development of a top-tier, enterprise-level global customer experience.

• Possess over five years of experience in B2B customer success, account management, consulting, or sales, with a preference for SaaS exposure.

• Demonstrate a strong inclination towards continuous learning and possess a curious, lifelong learning mindset.

• Interest in growing a market and developing personnel - you will work closely with Sales to land and manage accounts, and will help develop and mentor additional personnel that we hire.

• Have prior experience collaborating with intricate organizational structures and large enterprises.

• Be capable of cultivating and maintaining trustworthy relationships with key decision-makers.

• Understand how to team with Sales to drive retention and upsells

• Exhibit exceptional verbal and written communication abilities.

• Demonstrate adeptness in project management and time management.

• We acknowledge that not everyone may fulfill all the listed criteria.

• Nevertheless, we recognize the value that diverse backgrounds and experiences can bring to our organization. If you believe your unique background could contribute positively to our company, we encourage you to apply, as we welcome applicants from all backgrounds.
  Why You’ll Love Working Here

• Attractive Package salary

• Working time: Mon-Fri (9am 6pm), Hybrid model 1 remote working day on Fridays

• 12 days Annual leave, 1 Birthday leave, 1 Christmas leave

• Premium health insurance (Generali) and annual health check-up to keep you in top shape

• Full social insurance

• Free ELSA Premium courses to polish your language skills

• Annual company trips and quarterly happy hours work hard, play hard!

• Experience the true spirit of a fast growing and well funded Silicon Valley startup