For people who'd rather write the playbook than follow one.

Why Join

Filum AI is building the AI-native platform for the customer lifecycle. This isn't a polished startup experience — it's the messy middle, where playbooks don't exist yet, change comes fast, and the only way out is through.

If that's your kind of work:

• Founding-team proximity — work directly with the founders, no buffer layers.
• Real ownership — CS here is strategic, data-driven advisory, not support.
• Compounding craft — every workflow you build becomes how the next CSM operates.

What You'll Do

Own a portfolio of B2B accounts across Retail, F&B, Real Estate, and Financial Services — from onboarding through expansion.

• Solution advisory & design — turn client challenges into AI-driven solutions with Sales and Product. Guide implementation. Drive ROI from day one.
• Own the journey — onboarding → adoption → renewal → expansion. Build success plans anchored on outcomes, not vanity metrics.
• Consult with executives — bring data, conviction, and respect into C-level conversations.
• Work the signals — monitor health scores and act before it's too late.
• Build an AI-native team — automate your own workflows with AI skills, plug-ins, and MCPs to extend what one CSM can deliver.

Who You Are

Must-haves:

• Hands-on CS experience — you've owned relationships, escalations, and renewals.
• Empathy as discipline — you ask before you advise; you don't confuse being liked with being trusted.
• Depth — you break problems to root cause, not surface answers.
• Grit — you stay in the work when it's uncomfortable.
• Integrity — same person in a Slack DM and in front of a client CEO.
• Fluent Vietnamese and English, written and verbal.
• Bias to action — you move without waiting to be told.

Nice-to-haves:

• Hands-on with AI-native tools (Skills, Cowork, custom GPTs, MCPs) and curious to push further.
• Background in SaaS, AI, or B2B software.
• Startup experience where you had to build, not just execute.

This Role Is NOT for You If

• You want to try CS to see if you like it — this stage needs people who've already decided.
• You wait to be assigned tasks before you act.
• You see ambiguity as a blocker, not a signal to move.
• You go quiet when things get uncomfortable.
• You treat CS as a softer form of customer service.
• You want predictability over growth.

Clarity now saves us both a harder conversation later.

What You'll Get

• Competitive base + performance commission, KPI-based bonuses tied to real outcomes, 13th-month salary.
• Direct exposure to CEOs, C-level clients, and Filum's founders.
• Clear path — Junior → Senior → Expert, or leadership (Team Lead / CS Manager).
• Real ownership — space to build → fail → learn → scale.

How to Apply

We read every response — give us what's true for you, not what you think we want to hear.

1. Why Customer Success, and why now?
2. Tell us about a time you stayed in a hard situation you could have walked away from — work or not. We want to see how you behave when it gets difficult.

📩 CV + answers to [email protected]. Good fit → we'll reach out for a coffee chat.