Full-Time Customer Success Manager (Japan Remote)

Manages a portfolio of complex clients, handling contract renewals, escalations, and account growth.

Builds strong relationships with decision-makers to scale accounts. Mentors and supports team members. Ensures customers get the most value from solutions, retaining them and growing usage and adoption.

• Manages a portfolio of accounts, ensuring client success and satisfaction.
• Partners with customers to understand their pain points and sell the value of products.
• Provides expert support and advice about products, features, and opportunities.
• Collaborates to ensure clients renew with an appropriate price uplift and upsell opportunities.
• Communicates the value proposition of products and services to clients.
• Works with the GTM team to analyze client data, identify growth opportunities, and prepare plans.
• Passes feedback about products/features/problems from clients to internal stakeholders.
• Ensures strong, long-lasting customer relationships.
• Executes a strategic plan to expand the customer base within existing accounts.
• Liaises with Sales/T&I Teams for a seamless service experience.
• Works with Marketing regarding communication and lead generation events.
• Ensures internal systems and processes are completed timely and diligently.
• Communicates between Client/Customer and Product teams, and documents requests.
• Coaches, advises, and supports Sales team members.
• Tracks own performance and provides reports as required.
• Generates referral leads for the Sales team.
• Actively progresses own personal development.

• Excellent communication skills.
• Minimum of 3 years of sales experience in a B2B environment.
• Proven experience in strategic account management and relationship development.
• Background with global or enterprise organizations.
• Strong “farmer” mindset, focused on nurturing existing client relationships.
• Experience using Salesforce CRM.
• Familiarity with Gainsight or other customer success platforms.
• Interest or knowledge in the future of AI.

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