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Customer Success Manager (Japanese)

Wrike

Tokyo, Japan (Hybrid)

Customer Success Manager (Japanese)

33 Minutes ago • 3 Years +

Job Summary

Job Description

The Customer Success Manager (CSM) will manage a portfolio of mid-market customers in Japan. The role requires understanding customers’ business strategies and guiding them to achieve their desired outcomes using the Wrike platform. Responsibilities include building strong customer relationships, creating and managing engagement strategies, identifying opportunities for growth within customer organizations, partnering with customers to establish clear business goals, acting as a Wrike subject matter expert, and conducting Executive Business Reviews (EBRs). The CSM will also be responsible for monitoring their book of business, leveraging key account metrics, and maintaining detailed customer-centric actions and communication plans. The CSM will be working as part of the global Customer Success Team.

Must have:

3+ years in Customer Success Management.
Experience with Marketing, Professional Services, IT teams.
Strong client relationship-building skills.
Knowledge of project management and business process redesign.
Excellent people skills and empathy.
Willingness to learn the product thoroughly.

Good to have:

Problem-solving and critical thinking skills.
Passion for learning and improving.
Openness to feedback and coaching.
Strong team player.
Self-starter attitude and ownership skills.
Creativity and innovation.

Perks:

Life Insurance
Long Term Disability Insurance
EAP
Health Insurance
Corporate Pension Plan
Parental Leave
Volunteer Days
Workers Compensation
Commuter Allowance

6 skills required

6 skills required for this role

Add these skills to join the top 1% applicants for this job

excel

team-player

customer-centric

innovation

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team-management

Job Details

Wrike is the most powerful work management platform. Built for teams and organizations looking to collaborate, create, and exceed every day, Wrike brings everyone and all work into a single place to remove complexity, increase productivity, and free people up to focus on their most purposeful work.

Our vision: A world where everyone is free to focus on their most purposeful work, together.

Ready to become a Wriker

Wrike is looking for an energetic, passionate, customer-orientated and experienced individual to join our team as a Customer Success Manager (CSM). You will be responsible for managing a portfolio of mid-market customers in Japan. In this role, you should have experience understanding customers’ business strategies and leading them to their desired outcomes. You will have a growth mindset who can provide leadership and measurable recommendations to ensure customers take full advantage of the Wrike platform and they receive maximum value.

More about Your team

You will be part of the incredible global Customer Success Team and will work alongside other talented and passionate CSMs in an environment that prizes a growth mindset, mutual support, and creative problem-solving.

How You’ll make an impact:

By being able to work effectively in both Japanese and English.
Build strong customer relationships and act as the Wrike advocate to our customers throughout their Wrike journey.
Create, execute, and manage comprehensive engagement and communication strategies that proactively ensure customer ROI and NET MRR growth.
Identify other teams within customer organisations who could gain value from Wrike, and collaborate with sales partners in further showcasing the value of Wrike.
Partner with customers to establish clear business goals, timelines, priorities, and metrics of success.
Serve as the Wrike subject matter expert (SME) in providing guidance and addressing challenges on work management to customers.
Work as a respected Coach and Mentor within the Wrike services organisation, leveraging your significant customer management and services experience across various customer org types.
Develop a joint success plan with sales partners for your customers.
Work with a deployment consultant to understand customer use cases and work processes ensuring they get maximum value from using Wrike to maximise.
Conduct Executive Business Reviews (EBRs) to assess progress against goals, opportunities for improvement, and impact of Wrike on team productivity.
Monitor your entire book of business and work towards targets, leveraging key account metrics to identify areas of opportunity as well as managing churn avoidance.
Maintain and leverage our Customer Success Management platform to maintain detailed customer-centric actions and communication plans.

You will achieve your best if you have

3+ years experience in Customer Success Management or customer-facing role supporting mid-market clients.
Experience working with Marketing teams, Professional Services, IT teams, PMO teams.
Able to build and maintain strong relationships with a diverse set of clients, including executives.
Knowledge and hands-on experience in project management, business process redesign, and change management.
Great people skills: genuine, warm, positive, engaging, connects well with people, friendly, empathetic, you show tact and poise under pressure when dealing with difficult interpersonal situations, and possess a high degree of patience.
Willing to dive into technical details of a product to understand it thoroughly.

You will stand out with

Having a problem-solver mentality, being a critical thinker, and generally curious
A passion for learning and improving every day, motivated to excel
Openness to receiving feedback, being coachable
Being a strong team player
Possessing a self-starter attitude with strong ownership skills, willing to go above and beyond the job description
Being creative and innovative

Perks of working at Wrike

Life Insurance
Long Term Disability Insurance
EAP
Health Insurance
Corporate Pension Plan
Parental Leave
Volunteer Days
Workers Compensation
Commuter Allowance

What’s next?

Interview with a recruiter - 30 min
Hiring Manager interview - 30 min
Peer Interview - 30 min
VP Interview - 30 min

Your recruitment buddy will be Tripti Sachan, Senior Recruiter.

#LI-TS1

Who Is Wrike and Our Culture

We’re a team of innovators and creators who solve the complex work problems of today and tomorrow.

Hybrid work mode

Wrike promotes a hybrid work mode for those that live near an office hub, we meet in the office 2-3 times a week. This work mode supports our culture of collaboration and solving problems fast to deliver business outcomes and win together.

Our persona

💡 Smart: We love what we do, and we’re great at it because this is our domain. Our combined knowledge in this space is unmatched.

💚 Dedicated: We get up every day focused on helping our customers win. We’re committed to helping our teammates win, too!

🤗 Approachable: We're friendly, easy to get along with, considerate, and helpful.

Our culture and Values

🤩 Customer-Focused

We care about our customers. We understand the customer journey, experience, and value derived from Wrike. Decision-making and action-taking are done with the customer in mind.

🤝 Collaborative

We work as one and win together, each bringing unique strengths that contribute to diversity of thought for better outcomes. Leveraging our own work management platform, we foster an environment of creative collaboration and shared achievement.

🎨 Creative

We strive to succeed through continuous innovation. It’s our pursuit of novel concepts that helped us create a market category. We continue to cultivate a workplace that fosters creative thinking as a means of transcending conventional boundaries and empowers us to break new ground to deliver extraordinary work management solutions.

💪 Committed

We believe in ownership at all levels of the organization, by owning workflows from start to finish. Each member of our team is an integral part of this commitment, establishing work as a platform for personal growth and transformation, as well as collective success and growth.

Check out our LinkedIn Life Page, Company culture page, Instagram, Wrike Engineering Team, Medium, Meetup.com, Youtube for a feel for what life is like at Wrike.