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Manh Vu Doan

@manhvudoan

Message

I lead B2B customer success, enterprise onboarding, and service delivery across technology and fintech.

Vietnam

Message

I've managed B2B enterprise customer relationships, onboarding, implementation, and service delivery across technology, SaaS, fintech, and digital platforms for more than eight years.

At LinkCare, I manage loyalty experiences and strategic partnerships for VIP segments across banks and premium real estate developers, including the Techcombank ecosystem, MSB, OUB, and Mandarin Oriental projects. I coordinate Operations, Marketing, Customer Service, and external partners while standardising CRM workflows for onboarding, tracking, and reporting.

Previously, I led a 17-member Customer Success team at KiotViet, maintaining a 70% Product Adoption Rate, 100% Onboarding Success Rate, and CES of 85/100. I've also delivered enterprise implementation projects at Emddi, led Customer Success and Service teams at Apato, and improved CSAT to 90% at VCC Exchange.

Experience

Work history, roles, and key accomplishments

Current

Account Manager (B2B)

Current

LinkCare

Jan 2026 - Present (7 months)

Manage customer loyalty experience and strategic partnership programs for banks and premium real estate developers. Act as primary point of contact for onboarding, implementation, and service delivery.

Customer Relationship Management Stakeholder Management CRM Project Implementation Service Delivery SLA Management Issue Resolution Cross Functional Collaboration

Marketing Account Manager-Freelance (B2B)

Bloom Thinker

Feb 2025 - Oct 2025 (8 months)

Managed customer accounts throughout the entire service lifecycle. Coordinated internal teams to ensure on-time campaign delivery and maintained strong client relationships.

Account Management Campaign Management Client Communication Reporting Issue Resolution Cross Functional Collaboration

Regional Customer Success Manager (North) (B2B)

KiotViet

Aug 2024 - Jan 2025 (5 months)

Led Customer Success operations for Northern SMB customers, managing a 17-member team. Developed initiatives to improve adoption and retention, achieving 70% product adoption and 100% onboarding success.

Customer Success Team Management Onboarding Customer Engagement Retention Product Adoption CES Cross Functional Collaboration

Customer Success & Project Manager. (B2B)

Emddi JSC

Mar 2022 - Jan 2024 (1 year 10 months)

Managed enterprise customer implementation projects from presales through production deployment. Coordinated cross-functional teams to ensure successful onboarding and project delivery.

Project Management Customer Success Implementation Stakeholder Management Risk Management Cross Functional Collaboration

Service & Customer Success Manager (B2B)/(B2C)

Apato

Mar 2021 - Dec 2021 (9 months)

Managed Customer Success and Customer Service teams for B2B and B2C customers. Improved operational efficiency through process optimisation and established OKRs and service KPIs.

Customer Success Customer Service Team Management Process Optimization OKRs KPIs Digital Transformation Customer Experience

Customer Service Manager (B2C)

VCC Exchange

Dec 2018 - Dec 2021 (3 years)

Managed customer escalations and complaint resolution while maintaining service quality. Established KPIs, SOPs, and quality assurance processes, improving CSAT to 90%.

Customer Service Escalation Management Complaint Resolution KPI development SOPs Quality Assurance CSAT Continuous Improvement

Account Manager (B2B2G)

Thien Phuc ltd

Dec 2017 - Dec 2018 (1 year)

Managed foreign supplier relationships and procurement for military equipment. Coordinated quotations, contracts, and order fulfilment with internal teams and vendors.

Account Management Supplier Management Procurement Contract Management Order Fulfilment Performance Monitoring

Senior Marketing Specialist (B2C)

Volunteer For Education (NGO)

Feb 2016 - Dec 2017 (1 year 10 months)

Developed marketing campaigns and managed B2B partnerships. Worked with sponsors and community organisations to increase brand awareness through digital marketing.

Marketing Campaigns Partnership Management Digital Marketing Brand Awareness Sponsorship Community Engagement