Want to sit at the intersection of e-commerce, logistics, and AI — and own the relationship with the customers using our platform every day?
Parcel Perform is looking for a Customer Success Manager to join our team in Ho Chi Minh City. You have strong written and spoken English, 2–4 years of experience in a customer-facing SaaS or tech role, and you’re technically savvy and confident on customer calls. You’re also AI-first in how you work, interested in e-commerce and logistics, and ready to take on real ownership. Help us drive Parcel Perform’s growth and join our team. We’re looking for you!
WE NEED YOU ON OUR TEAM!
All the creativity, energy, knowledge and great ideas of the people working on our product and our business need to be matched by an equally strong customer-facing team. We need you to go above and beyond our customers’ expectations — on calls, on chat, and everywhere in between.
As a Customer Success Manager at Parcel Perform, you’ll own the day-to-day relationship for a portfolio of e-commerce and logistics clients post go-live. You’ll drive platform adoption, resolve technical questions, and make sure customers achieve measurable outcomes with our AI-powered delivery experience platform. Your Key Account Manager partner owns the commercial side — renewals, expansion, pricing — so you can focus fully on customer success and execution.
WHAT YOU’LL DO
- Own a portfolio of customers as their main day-to-day contact. You’ll respond to questions across email, chat, calls and ticketing, and you’ll lead regular check-ins and review calls to keep customers on track.
- Drive product adoption and platform value. You’ll proactively review how customers are using Parcel Perform, spot gaps or opportunities, and guide them toward features and use cases that move their KPIs.
- Manage technical issues end-to-end. You’ll triage and resolve customer tickets, work with our Product and Engineering teams on anything more complex, and keep the customer informed throughout.
- Be the voice of the customer internally. You’ll feed structured insights back to Product, Engineering, and Sales so we keep improving the platform and the experience around it.
- Partner with your Key Account Manager. They lead commercial conversations; you make sure the customer is healthy and getting value, so renewals and expansion are a natural next step.
- Respond to production alerts and incidents affecting your accounts – proactively, before customers report them, and within agreed SLA windows
- You use AI tools as a natural part of how you work – to move faster and free up time for the work that actually needs your attention.
WHAT YOU SHOULD BRING ALONG!
We at Parcel Perform believe in innovation, energy, and resourcefulness for everything we do. We will not stop delivering an outstanding product that we can be proud of and need you to help us to inform the world. You need to feel the same way about our offering and bring along the following things:
- Strong written and spoken English. You’ll handle written communication daily (tickets, email, Slack), and you’ll lead customer calls and review meetings with both technical and non-technical stakeholders. Confidence on calls matters as much as clarity in writing.
- AI-first mindset. You actively use AI tools (Claude, ChatGPT, etc.) to work faster, draft better, and free up time for high-value customer work. You’re comfortable rethinking your own workflows around AI rather than doing things the old way.
- Technical curiosity. You enjoy working with software, APIs, and data, and you’re not afraid to dig into how things work. Hands-on experience with SaaS platforms, APIs, ticketing tools (Jira), or CRMs (HubSpot) is a strong plus.
- A structured, ownership-driven personality. You follow through, you communicate proactively, and you’re the kind of person who’d rather fix the root cause than work around it.
- 2–4 years in a customer-facing role at a SaaS or tech company; customer success, customer support, account management, or implementation.
- Comfortable working with a global team across Vietnam, Singapore, the GermanyNetherlands, and the US.
WHAT YOU WILL RECEIVE IN RETURN!
We at Parcel Perform are dedicated to being a platform for growth for all our team members, regardless of function and location.
- The opportunity to work in a fast-growing, super exciting and innovative business that will revolutionize the e-commerce logistics industry. You will be the needle of success on the growth of a global product that will become a key platform behind successful e-commerce logistics worldwide.
- Fully sponsored Claude Code usage — As part of our commitment to AI-first ways of working, we provide sponsored access to Claude Code to support smarter, more efficient workflows across the team.
- The ability to continuously learn and develop in an international setting with you is a critical driver behind our success in achieving our mission.
- An environment where everybody never stops growing and focuses on succeeding – we continuously work with you on your strengths and weaknesses across many important dimensions and look at ways for you to address them and further your development.
- Your entry ticket into being part of the Parcel Perform journey, where you will work with and alongside people from around the world that share the same passion and dedication.
WHO ARE WE AT PARCEL PERFORM!
Parcel Perform is built on one of the largest logistics data infrastructures in delivery experience, processing billions of shipment events across 1,100+ carriers.
We help customers optimize every stage—from EDD at checkout through post-purchase, returns, and logistics operations. Now the benchmark in delivery experience, Parcel Perform is the strategic partner that enables global e-commerce businesses to thrive in the age of AI Commerce.
As AI shopping assistants reshape how consumers discover and buy, brands face a new imperative: get found by AI, then consistently deliver on promises. Parcel Perform helps e-commerce brands achieve AI visibility, then provide the cost-efficient delivery experience that turns every successful shipment into proof of reliability—building the trust that earns repeat AI recommendations.
The platform handles enterprise complexity with the agility to go live in weeks—built for the speed of AI without sacrificing customization.
