Senior Customer Solutions Specialist (Team Lead)

Founded in 2016, Katalon is the category leader in AI-augmented software testing, empowering hybrid testers—those blending manual, automation, and AI skills—to deliver exceptional digital experiences. Katalon enables software teams of any size to deliver world-class customer experiences faster, easier, and more efficiently.

Since its first launch, Katalon has experienced tremendous growth, serving more than 30,000 teams across 80+ countries, many of which are in the Fortune Global 500. Katalon has been named a G2 Leader in software testing for 11 consecutive quarters and a Great Place to Work for three consecutive years. 

ABOUT THE ROLE

We’re looking for a Senior Customer Solutions Specialist (Team Lead) to join our Customer Growth Team in Vietnam. This role is both hands-on and leadership-oriented: you’ll manage a portfolio of global long-tail customers while mentoring and guiding a growing team across the full customer lifecycle—acquisition, commit, onboarding, adoption, retention, expansion, and advocacy.

This position is a pathway to frontline management. You’ll start as a player-coach—balancing direct customer responsibilities with mentoring—and gradually take on more team coordination, coaching, and decision-making as you demonstrate readiness. Over time, you’ll serve as the Vietnam-based proxy for the Manager and help shape the future pooled operating model, where workload is shared across the team.

If you’re passionate about scaling customer success with structured processes, automation, and data-driven insights—and you’re ready to grow into a formal leadership role—this opportunity is for you.

KEY RESPONSIBILITIES

1. Customer Growth (Player)

• Manage a portfolio of long-tail customers globally across the lifecycle: acquisition, commit (including trial conversions), onboarding, adoption, retention, expansion, and advocacy
• Deliver digital engagement programs at scale (email, in-app, webinars, knowledge base)
• Analyze lifecycle data to identify risks, opportunities, and expansion signals
• Collaborate cross-functionally with Ops, Marketing, Sales, and Product to improve customer outcomes

2. Team Leadership (Coach)

• Mentor, guide, and support team members in Vietnam
• Lead by example in customer management while gradually taking on team coordination and coaching responsibilities
• Run team huddles, share best practices, and support account assignment and prioritization decisions
• Serve as a Vietnam-based decision-making proxy for the Manager when needed
• Contribute to shaping the future pooled operating model for workload distribution
• Develop playbooks, processes, and frameworks that enable the team to deliver consistent and scalable success

Required Qualifications

• 5–7 years of experience in customer success, sales, digital engagement, or lifecycle management in a SaaS environment
• Proven experience mentoring or leading teammates, with an interest in growing into a formal management role
• Strong English communication skills, both written and spoken, to collaborate with global teams
• Experience with Salesforce (preferred) for managing lifecycle data and reporting
• Analytical and process-driven mindset with the ability to design systems, workflows, and playbooks that scale success
• Demonstrated ability to establish structure and prioritize effectively to drive predictable outcomes
• Comfortable leveraging AI and automation to improve efficiency and decision-making
• Collaborative and able to build strong partnerships across customer-facing and operational teams

Preferred Qualifications

• Experience with automation and workflow tools (e.g., n8n, Zapier, Intercom, Customer.io)
• Background in lifecycle engagement or marketing automation campaigns
• Familiarity with pooled or shared-success models in SaaS
• Experience building or improving operational processes, especially in scaling teams or programs
• Exposure to global customer bases across multiple regions and industries

At Katalon, we bring together self-starting, open-minded, and talented people while actively promoting a transparent and growth-enabling working environment. But don’t just take our word for it. Take a better look below!

• Competitive Pay & Bonuses: We believe in rewarding great work! You'll receive an attractive salary package plus performance bonuses to help you meet your financial goals.
• Your Health & Happiness Matter: Take care of yourself with our comprehensive health coverage, flexible work options, and generous time off. We understand that life happens outside of work too!
• Location-Tailored Benefits: Enjoy a complete benefits package designed specifically for your country, giving you the best coverage where you live.
• Everything You Need to Succeed: Work with top-of-the-line equipment and enjoy modern facilities, plus helpful allowances to support your work setup.
• A Place Where You Belong: Join our worldwide family where we celebrate what makes each of us unique. Here, everyone has a voice and equal opportunities to shine.
• Room to Grow & Thrive: Your success is our success! We foster a trust-based culture where you can develop your skills, take on new challenges, and be recognized for your achievements.

Katalon is proud to be an equal-opportunity employer. We care about our people and celebrate our differences. We want to work with talented, collaborative, and innovative people. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other characteristics protected by law.