Role: Customer Success Manager Japanese

Work Set Up: Work From Home

Salary Package: 145,000 - 150,000

Language Proficiency:

•    Japanese - N1

•    English – B2

Minimum Skill Requirements:

•    At least 1-2 years B2B/Account Management experience

•    Account Management Experience

•    Experience providing multi-channel support preferred (phone, chat, email, web etc.)

•    Able to manage own accounts thru video conferencing and emails etc

•    Knowledgeable in CRM tools (preferred)

KEY RESPONSIBILITIES

•    Encourage clients to utilize new features that will help them drive their business forward

•    Provide insight and relay customer feedback with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and Engineering

•    Evaluate churn and downsell risk for each customer and proactively address dissatisfaction or feature gaps to drive retention throughout the customer life cycle

•    Develop plans that ensure that clients are successfully adopting our platform that align to their business needs

•    Conduct regular cadences, quarterly and annual customer success reviews to ensure customers get the most value out of their investments

•    Develop customer relationships, by building trust and ensuring the customer’s needs are met

•    Align customers with the enablement resources to drive adoption

MINIMUM QUALIFICATIONS

•    At least 1 years direct and verifiable enterprise-level customer success, consulting or account management experience for a SaaS company (preferably in a B2B setting, but not required)

•    Experience leading meetings and regular cadences, quarterly and annual customer success reviews with customers

•    Bachelor's Degree or equivalent experience in Customer Success, Consulting, or Account Management

•    Excellent verbal and written communication skills in Japanese/Nihongo (Preferably N1/Native speaker)

•    Ensures customer satisfaction by addressing technical demands and acting as a sales liaison of the program

•    Can facilitate the adoption of the solution, driving awareness, education and utilization by serving as the POC within the customer set

•    Strong skills in strategic planning and project management with the ability to adapt conversations for technical and non-technical audiences