Customer Success Executive

Executive CSE Serve as the main day-to-day point of contact for a portfolio of assigned accounts, building trust and long-term relationships. Understand each customer's business goals and help them realize full value from Conicle's products, services, and learning solutions — not only the platform. Guide customers through onboarding, adoption, and ongoing usage, and run regular check-ins and account reviews. Act as the coordination point for the customer: capture each request and route it to the right internal team (Support, Product, Project, Content, or Sales), then follow up until it is fully resolved. Own the renewal cycle for your accounts: track renewal timelines, prepare renewal proposals, and confirm with the correct commercial document (PO or signed quotation) to avoid late or lapsed renewals. Identify upsell and cross-sell opportunities across Conicle's product and service range, and work with Sales to grow each account. Monitor account health and usage data, detect early signs of churn, and take action to prevent it. Keep account records, activities, and forecasts accurate and up to date in the CRM as the single source of truth. Gather customer feedback and share it with Product and related teams to improve products and services. Prepare and deliver clear account updates, reports, and business reviews to customers. Senior CSE Performs all Executive CSE responsibilities above, plus the following: Manage a larger or more strategic portfolio, including complex and regulated accounts (for example insurance – คปภ. / OIC, banking, telecom, and listed companies). Carry a higher retention and Net Revenue Retention (NRR) target, and own the growth plan for key accounts. Lead executive-level conversations and quarterly business reviews with senior customer stakeholders. Act as the escalation point for difficult accounts and high-risk renewals. Coach and support 1–2 Executive CSEs, sharing best practices and reviewing their account plans. Shape account strategy and help improve Customer Success processes (SOP), playbooks, and standards. Partner closely with Sales and Product on strategic expansion and complex solution design. Skills and Abilities (both levels) Strong relationship-building and communication skills, with the ability to earn trust across different levels of an organization. Able to work independently, manage priorities well, and escalate by exception (self-managed). Analytical and comfortable with dashboards and data; able to turn insights into account actions. Service-minded, positive, and collaborative in a fast, deadline-driven environment; adjusts quickly to changing priorities. Professional maturity — takes ownership of outcomes, stays composed under pressure, and exercises sound judgment with customers and internal teams. Strong Thai communication. English at an intermediate level is acceptable — able to read, write, and take part in everyday work communication, with a willingness to improve. Comfortable with SaaS / web applications and eager to learn new technology. Proficient in MS Office / Google Workspace; experience with CRM or BI tools (e.g. HubSpot, Looker) is an advantage. Available to provide urgent customer support outside office hours on occasion. Experience Executive CSE (Mid-Level): at least 2 years of direct experience in Customer Success, Account Management, Sales Support, or Business Development. Senior CSE: at least 3 years of direct experience, including some strategic / enterprise accounts and/or mentoring. Experience with B2B SaaS / LMS / online learning platforms is a plus. Experience with regulated or large enterprise / listed-company clients is a strong plus.