Customer Success Manager - Software Company

Location: Tokyo, Japan
Job Type: 正社員
Salary ¥10000000.00 - ¥15000000.00 per annum
Specialization: テクノロジー・デジタル・通信
職種 テクニカルカスタマーサポート
お問合せ Hajime Nakayama
参照 JO-2005-441199

[Company Description]
Global Software Company


  • Primary ownership and accountability for ensuring customer growth toward their business goal, satisfaction, and retention within the assigned accounts (domestic or global), which will include a small number of complex, high-value and cross-cloud customers within the Japan and Korea region
  • Build, maintain and execute on account plans using our proven Compass Methodology for each assigned account and coordinate appropriate internal domain experts for delivery
  • Develop strong relationships with all key decision makers and influencers across e-commerce teams
  • Identify, develop, and recognize new opportunities for expanding your Customers' business volume
  • Execute the delivery of client enablement and feature adoption workshops to drive client enablement and maximize subscription revenue of each customer
  • Educate the customer and employee base on 'best practices' through direct interaction or community events
  • Uncover and mitigate any risk that threatens your Customers' growth, satisfaction, or renewal; conceive and execute risk mitigation plans through the internal Red Account Process
  • Own all primary Customer communication and resolve escalations with autonomy related to the services provided by marketing solution
  • Collaborate effectively with the Sales organization to identify new opportunities and assist in closing incremental revenue and secure long-term renewals
  • Act as the liaison between Product Management and the Customers with a focus on feature collaboration and communicating the marketing solution roadmap in a balanced "one-versus-many" approach required by the SaaS model
  • Support solution partner recruiting and enablement and collaborate with customer's implementation partner to achieve overall satisfaction with the solution and to create a trusted three-way partnership between customer, partner, and marketing solution


  • High-level fluency in Japanese and business-level fluency in English
  • 8 plus years of professional experience, with 6-plus-years of experience in E-commerce or SaaS/enterprise software Account Management
  • Bachelors' degree in a related field required
  • Digital Commerce industry experience and knowledge with a solid understanding in B2C Commerce
  • Strong command stature / executive presence at the C-Suite level; demonstrated ability to seamlessly participate in discussions with business and technical leadership
  • Exposure to the development, execution, and overview of account plans for top tier Customers
  • Experience with CRM systems
  • Demonstrated experience in identifying and mapping the customer org structure with ability to bridge turnover at any level of the organization
  • Excellent written and verbal communication skills
  • Excellent teamwork skills and collaboration skills
  • Ability to work independently and to collaborate effectively across functions as part of team in a matrixed environment
  • Success working in a fast-paced, dynamic and creative environment with a rapidly growing company
  • Travel several times per year (domestically or internationally) to conferences and other corporate locations

[Employment Type]
Full time

10M~15M JPY
(Experiences and skills will be considered)


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