Customer Success Manager — Japan

Role Description

As a Customer Success Manager at the company, you will own the post-sale customer strategy and relationship for a portfolio of customers. You will help customers realize measurable value from their investment while driving product adoption, retention, growth, and Net Revenue Retention (NRR).

You will serve as a trusted advisor throughout the customer journey, developing a deep understanding of each customer’s business priorities, technical environment, key stakeholders, and evolving needs. Using customer insights, product adoption signals, stakeholder relationships, and demonstrated business value, you will proactively set priorities, address risks, and identify opportunities to strengthen the customer’s long-term partnership with the company.

You will develop strong technical fluency across the company platform and engage confidently with IT administrators on product capabilities, security, configuration, integrations, governance, and customer workflows. You will help translate customers’ business and technical requirements into practical use cases, recommendations, and actionable insights for internal teams.

You will partner closely with Sales and cross-functional teams to align on account strategy, navigate technical and commercial complexities, mitigate renewal risks, identify appropriate growth opportunities, and deliver successful customer outcomes.

The successful candidate is results-driven, commercially minded, technically savvy, and customer-focused. They are comfortable navigating complex customer organizations, taking ownership of customer strategy, and influencing both technical and business stakeholders. They bring strong Customer Success experience and a demonstrated ability to drive adoption, manage risk, support successful renewals, and deliver measurable retention and growth outcomes in a B2B SaaS environment.

Responsibilities

• Build strong relationships across customer organizations, serving as a trusted advisor to executive sponsors, business leaders, technical administrators, and other key stakeholders.

• Take ownership of the customer strategy across an assigned portfolio, setting priorities and proactively driving adoption, value realization, stakeholder engagement, retention, and growth.

• Develop strong technical fluency across the company platform and confidently engage with IT administrators on questions involving product capabilities, security, configuration, integrations, governance, and customer workflows.

• Understand customers’ technical environments and business requirements, helping translate them into practical use cases, recommendations, and actionable feedback for internal teams.

• Lead strategic customer engagements—including product education, use-case development, Success Business Reviews, and value-based renewal discussions—that connect the company capabilities to business outcomes.

• Partner closely with Sales and cross-functional teams to develop account strategies, remove technical and commercial blockers, mitigate renewal risks, and identify appropriate expansion opportunities.

• Use customer feedback, product usage, business context, and stakeholder engagement to prioritize actions, represent the voice of the customer, and contribute to repeatable playbooks and best practices.

Requirements

• 4+ years of experience in B2B SaaS Customer Success, Account Management, Solutions Consulting, Professional Services, or a comparable customer-facing role, with experience driving product adoption and business value, managing ongoing customer relationships, and engaging technical stakeholders.

• Business and commercial acumen, with a willingness to develop the skills needed to own assigned customer renewals from 2027, including early renewal planning, commercial discussions, and coordination with Sales and relevant teams to support retention and identify appropriate growth opportunities.

• Technical aptitude and product curiosity, with the ability to learn SaaS products, customer environments, configurations, and workflows. Comfortable engaging with IT administrators, investigating unfamiliar technical questions, and translating product capabilities into practical guidance.

• Ability to build relationships across customer organizations, from technical administrators to executive stakeholders, and manage a portfolio across Japan and Korea. The initial allocation is expected to be approximately 80% Japan and 20% Korea, with flexibility to adjust based on business and customer needs.

• Analytical and problem-solving skills, with the ability to use customer insights, usage data, and business context to assess customer health, identify renewal risks, prioritize actions, and recommend practical solutions.

• A proactive self-starter who can ramp up quickly, seek out information, navigate ambiguity, and take ownership of moving customer plans forward without close day-to-day direction. Able to build effective working relationships and collaborate with Sales, Product, Support, Legal, Finance, and other teams.

• Bachelor's degree or equivalent practical experience.

• Fluent spoken and written Japanese, including business communication.

• Business-level Korean and English.

• Ability to engage customers in Japanese and Korean and collaborate with global teams in English.

• Willingness to travel for customer visits in Japan and Korea, and internationally for company offsites and sales kickoffs.

Preferred Qualifications

• Experience owning or contributing to customer renewals and retention, with examples of identifying risk, coordinating mitigation plans, demonstrating customer value, and supporting successful renewal outcomes.

• Experience managing strategic customer relationships with multiple stakeholders, complex decision-making processes, and changing business priorities, ideally in Japan or Korea.

• Experience developing and presenting executive business reviews that connect product adoption and customer outcomes to business value and continued investment.

• Experience working with channel partners and navigating partner-led customer relationships.

• Familiarity with CRM, customer-success, health-scoring, or renewal-management systems, and experience using customer usage data or ROI analysis to guide retention and growth opportunities.

• Experience working with multiple SaaS products, and an interest in or familiarity with generative AI and related technologies.

Durable Skills

AI fluency means using these tools to amplify human judgment, not replace it. We believe people with these skills will thrive as work and technology continue to evolve:

• Awareness: U nderstand yourself and others .

• Judgment: E valuat e information and mak e decisions in complex situations .

• Adaptability: L earn, adjust, and stay effective through change .

• Connection: C ommunicat e , collaborat e , and build trust .

To learn more about why these skills matter and what the data shows about thriving through change, read this  blog post from our Chief People Officer, Melanie Rosenwasser.

Compensation