Job Description
This Senior Customer Success Manager role in Japan focuses on ensuring the long-term success of Enterprise Business Agreement (EBA) customers. The manager will build strong relationships, facilitate smooth onboarding and adoption, and maximize ROI from solutions. The position requires a customer-first mindset, passion for relationship building, and a positive approach to change, emphasizing empathy and trust to help customers achieve their business objectives.
Good To Have:
- Interest in or understanding of the manufacturing, architecture, construction, or engineering industries.
- Experience implementing technology or services for large enterprises or global customers, with a strong commitment to continuous learning.
- Ability to influence and lead by engaging both customers and internal stakeholders.
- Understanding of customer management and value creation in a SaaS (Software-as-a-Service) model.
Must Have:
- Support customers in prioritizing projects for maximum ROI and accelerating new solution adoption.
- Establish measurable success criteria aligned with organizational goals.
- Develop and maintain strategic roadmaps with key customers to drive broad solution adoption.
- Collaborate with internal experts to resolve customer business and technical challenges using products and services.
- Strengthen relationships as a trusted advisor through active listening and insight sharing.
- Create and manage account-related documents like reports, proposals, and business reviews.
- Build and maintain strong relationships with key stakeholders, from end users to executives.
- 3+ years of leadership experience in a customer-facing organization.
- Strong empathy, collaboration skills, and a growth mindset.
- Define customer success as your own success.
- Self-motivation and ability to work proactively toward goals.
- Flexibility to learn and adapt, with openness to feedback and support.
- Strong influencing skills through persuasion, negotiation, and consensus building.
- Deep understanding of value drivers in a recurring revenue business model.
- Solid financial acumen with strong analytical and process-oriented thinking.
- Creative leadership that inspires and resonates with others.
- Excellent communication and presentation skills.
- Business-level proficiency in both Japanese and English.
Perks:
- Annual cash bonuses
- Commissions for sales roles
- Stock grants
- Comprehensive benefits package
Position Overview
Do you have a customer-first mindset and a passion for building long-term relationships? Are you someone who approaches change with a positive attitude?
If so, we are hiring a Senior Customer Success Manager based in Japan. In this role, you will support the long-term success of customers under Enterprise Business Agreement (EBA), helping them achieve business objectives and driving solution adoption through a variety of services.
This position offers a highly rewarding opportunity to make a significant impact on both customers and the company.
True customer success is built on empathy and trust. Our culture is grounded in Customer First.
As the primary point of contact for customers with EBA contracts, you will be responsible for account management and relationship building. You will ensure smooth onboarding, adoption, and coordinated support, while maximizing the return on investment in solutions.
Responsibilities
- Support customers in prioritizing projects and initiatives that deliver maximum ROI in the shortest timeframe, while accelerating adoption of new solutions
- Establish measurable success criteria and align them with organizational goals
- Develop and maintain strategic roadmaps with key customers to drive broad adoption of solutions
- Collaborate with internal experts to address customer business and technical challenges using products, services, and third-party technologies as needed
- Strengthen relationships as a trusted advisor through active listening and sharing insights
- Create and manage account-related documents such as reports, proposals, business reviews, and recommendations
- Build and maintain strong relationships with key stakeholders, from end users to executives (including CXOs)
Minimum Qualifications
- 3+ years of leadership experience in a customer-facing organization
- Strong empathy, collaboration skills, and growth mindset
- A perspective that defines customer success as your own success
- Self-motivation and ability to work proactively toward goals
- Flexibility to learn and adapt, with openness to feedback and support
- Strong influencing skills through persuasion, negotiation, and consensus building
- Deep understanding of value drivers in a recurring revenue business model
- Solid financial acumen with strong analytical and process-oriented thinking
- Creative leadership that inspires and resonates with others
- Excellent communication and presentation skills
- Business-level proficiency in both Japanese and English
Preferred Qualifications
- Interest in or understanding of the manufacturing, architecture, construction, or engineering industries
- Experience implementing technology or services for large enterprises or global customers, with a strong commitment to continuous learning
- Ability to influence and lead by engaging both customers and internal stakeholders
- Understanding of customer management and value creation in a SaaS (Software-as-a-Service) model
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