Introduction

We are looking for a Customer Success Manager to work closely with innovative brands in Japan and help them maximize the value of their investment in a leading customer engagement and marketing technology platform.

What You'll Do

• Own customer renewals, retention, and net retention targets for your accounts.
• Act as the primary point of contact and trusted advisor for customers.
• Partner closely with Account Executives to deliver an excellent customer experience and maintain commercial alignment.
• Develop shared Success Plans with customers and provide strategic and technical guidance to help them achieve their business objectives.
• Drive product adoption by identifying opportunities to increase usage of existing and new features.
• Build strong customer relationships and develop customer advocacy.
• Proactively analyze product usage to identify account risks, opportunities, and areas for growth.
• Maintain regular communication with customers through check-ins, events, business reviews, and ad-hoc meetings.
• Gather and communicate customer feedback to internal teams to help improve the product and customer experience.
• Educate customers on available features and identify opportunities for additional solutions and upsell.
• Coordinate with internal teams such as Technical Support, Industry Solutions, and other specialist functions to ensure customers receive the appropriate support.
• Work closely with onboarding teams to ensure a smooth transition from implementation to ongoing customer success.

Who You Are

• Passionate about customer success and helping customers achieve their business objectives.
• Proven experience in Customer Success or a related client-facing role.
• Excellent Japanese communication skills, both written and verbal, with business-level English.
• Strong listening, communication, and follow-up skills, with the ability to understand and address strategic customer challenges.
• Comfortable working with companies of different sizes and helping them improve their customer experience.
• A strong team player who builds effective relationships with both customers and internal stakeholders.
• Highly curious and eager to continuously learn about technology, customers, and business challenges.
• Experienced in managing complex accounts or projects involving sophisticated clients, multiple stakeholders, and competing priorities.
• Excellent time management and organizational skills.
• Domain knowledge in two or more of the following areas:
• SaaS
• Mobile
• APIs
• Marketing Automation
• Direct Marketing
• Marketing Analytics
• Programming / HTML
• 2–5 years of relevant experience in Customer Success, Account Management, SaaS, Marketing Technology, or a related field.