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.

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By submitting an application, the candidate confirms that they have read and fully understood the Personal Data Processing Policy and agree to allow FILUM.AI to process their personal data in accordance with the scope, purpose, duration, and provisions stated therein.