Sr. Customer Success Manager - Japanese Speaking

1 Month ago • All levels

Job Summary

Job Description

The Sr. Customer Success Manager will work with large customers to drive adoption, focus on retention, and articulate the value of the solution. Responsibilities include developing relationships with customer managers, conducting check-in calls, creating success plans, and leading business reviews. The role involves being the primary point of contact, coordinating with the services team, identifying upsell opportunities, advocating for the customer, and mentoring new hires. The ideal candidate will need to be fluent in Japanese and English, have strong communication and organizational skills, and be able to travel up to 25% of the time.
Must have:
  • Fluency in Japanese and English is required
  • Excellent presentation, written, and oral skills
  • Strong interpersonal and relationship-building skills
  • Strong organizational and time management skills
  • Cross-functional leadership and team coordination skills
  • Demonstrated ability to navigate customer concerns
  • Creative problem-solving skills
Good to have:
  • Fluency in Japanese and Korean is a plus
Perks:
  • Competitive benefits and salaries
  • Personal and professional development opportunities
  • Flexibility

Job Details

Whether you’re an experienced professional or just getting started, your contributions matter at Fortra. If you’re passionate about tackling meaningful challenges alongside talented team members committed to helping each other succeed, all while having lots of fun, we want to hear from you. We offer competitive benefits and salaries, personal and professional development opportunities, flexibility, and much more

At Fortra, we’re breaking the attack chain. Ready to join us? 

Working with the largest customers, responsible for driving customer adoption with a key focus on customer retention. The CSM should be able to articulate the value of their solution to inspire and support customer adoption, renewal, and expansion. The CSM works with customer contacts up to the CXO level, as well as internal department contacts to provide a high-touch experience for strategic customers 

 WHAT YOU’LL DO 

With limited supervision and using independent judgment: 

  • Develop a trusted advisor relationship with our customer’s managers and executive sponsors to identify and engage with the Sponsor and stakeholders. 
  • Increase customer retention and adoption rates by conducting regular check-in calls, developing success plans, and conducting scheduled business reviews where necessary.  
  • Be the single point of contact and escalation for the customer, personally helping with questions/issues. 
  • Coordinate with the Services team to understand the clients on-boarding process. Ensuring customers get off to the right start.  
  • Understand and articulate business value to ensure adoption and drive growth; through training, development of best practices, to ensure return on the customer’s investment and build customer advocates and champions. 
  • Track customer activity to identify churn risk and work proactively to eliminate that risk.  
  • Identify upsell opportunities and pass to Sales contact. 
  • Serve as a customer advocate, including collecting customer feedback on product needs, understanding customer and industry trends and articulating those back to the business. 
  • Work closely with internal resources on escalation and resolution processes for critical customer issues. 
  • Mentor and train new hires and less experienced peers. 
  • Serve as a subject matter expert and go-to resource within department and outside of department. 
  • Handle larger or strategic customer accounts as requested. 
  • Lead special projects. 
  • Perform additional duties and projects as assigned by management. 

 QUALIFICATIONS 

  • Fluency in Japanese and English is required. 
  • Four-year degree preferred
  • Excellent presentation, written, and oral communication skills 
  • Strong interpersonal skills and experience initiating and building positive relationships 
  • Strong organizational and time management skills with the ability to manage multiple projects  
  • Cross functional leadership and team coordination skills 
  • Proven ability to navigate difficult and complex customer concerns with ease 
  • Creative problem-solver who acts confidently – spearheading solutions to problems that arise 
  • Demonstrated ability to research issues in a resourceful manner prior to escalating  
  • Subject matter expert in multiple brands 
  • Demonstrated negotiation and persuasion skills; ability to be tenacious 
  • Able and willing to travel on-site for customer visits as required by the business (up to 25%)
  • Fluency in Japanese and Korean is huge plus

3320

Visit our website to learn more about why employees choose to work for Fortra. Remember to connect with us on LinkedIn.

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status.

Similar Jobs

Marsh McLennan - Analyst - Accounting Operations

Marsh McLennan

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (Hybrid)
1 Month ago
Google - Customer Onboarding Strategist

Google

Tokyo, Japan (On-Site)
1 Month ago
ION - Technical Consultant - Endur

ION

Jersey City, New Jersey, United States (On-Site)
7 Months ago
Axon - Revenue Accountant, Commercial Controllership

Axon

Seattle, Washington, United States (Hybrid)
1 Month ago
Meet Elise - Tech Touch Customer Success Manager

Meet Elise

New York, New York, United States (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Hogarth - Account Director

Hogarth

Buenos Aires, Buenos Aires, Argentina (Hybrid)
4 Weeks ago
NAHC - Enterprise Sales Representative (SaaS)

NAHC

Hong Kong (Hybrid)
4 Weeks ago
Barnstorm VFX - UK - Mid-Senior Compositor

Barnstorm VFX

(Remote)
2 Months ago
Telastra - Senior Software Engineer

Telastra

Australia (On-Site)
3 Weeks ago
Google - Enterprise Account Manager, Retail, Google Cloud

Google

Munich, Bavaria, Germany (On-Site)
1 Month ago
Google - New Business Sales Account Executive

Google

Dublin, County Dublin, Ireland (On-Site)
1 Month ago
Amanotes - Senior Music Level Designer

Amanotes

Ho Chi Minh City, Ho Chi Minh City, Vietnam (On-Site)
4 Months ago
Wisk - Aircraft Wiring Technician

Wisk

Hollister, California, United States (On-Site)
1 Month ago
Nordson Corporation - Senior Financial Analyst

Nordson Corporation

Minneapolis, Minnesota, United States (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Jobs in Australian Capital Territory, Australia

Canva - Staff Software Engineer - Data Platform

Canva

Brisbane, Queensland, Australia (Remote)
2 Months ago
Canva - Backend Software Engineer (Java) - User Product

Canva

Sydney, New South Wales, Australia (Remote)
3 Months ago
Microsoft - Senior Customer Experience Program Manager - Japanese Speaking

Microsoft

Sydney, New South Wales, Australia (On-Site)
1 Month ago
Canva - Senior Frontend Engineer - Cross Platform

Canva

Melbourne, Victoria, Australia (Remote)
2 Months ago
Google - Program Manager, Android Youth Experiences, Content and Subscriber Experience

Google

Sydney, New South Wales, Australia (On-Site)
1 Month ago
Minecast - Enterprise Channel Account Manager

Minecast

Australia (On-Site)
1 Month ago
Marsh McLennan - Senior Analyst, Actuarial Consulting

Marsh McLennan

Melbourne, Victoria, Australia (Hybrid)
2 Weeks ago
Zscaler - Regional Director

Zscaler

Sydney, New South Wales, Australia (On-Site)
2 Weeks ago
VGW - Senior Software Engineer

VGW

Perth, Western Australia, Australia (On-Site)
3 Weeks ago
Google - Account Executive, Enterprise (New Business)

Google

Melbourne, Victoria, Australia (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Similar Category Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

About The Company

At Fortra, we’re not just responding to cyber threats but anticipating them, planting obstacles, and breaking the attack chain. Fortra is a global cybersecurity company offering advanced offensive and defensive security solutions that deliver comprehensive protection across the cyber kill chain. Armed with a team of passionate experts driven by a shared purpose, we work together to empower our clients with the tools, intelligence, and expertise to safeguard what matters most. Fortra provides equal opportunity to all employees and applicants without regard to race, color, creed, religion, national origin, sex, sexual orientation, disability, genetic information, status as a covered veteran, age, marital status, membership or activity in a local human rights commission, status with regard to public assistance or any other protected characteristic.

United States (On-Site)

Canada (On-Site)

United States (On-Site)

Armenia (On-Site)

United States (On-Site)

Mexico City, Mexico (On-Site)

Armenia (On-Site)

United States (On-Site)

View All Jobs

Get notified when new jobs are added by Fortra

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug