Customer Success Manager

We are looking for a Customer Success Manager who ensures our customers achieve maximum value from our solutions. This role requires strong communication skills, project and stakeholder management, and the ability to proactively identify opportunities for growth and success. You will manage a portfolio of accounts, maintain a healthy pipeline, and ensure targets are consistently met all while seeing things from the customer’s perspective.

Responsibilities

Portfolio & Pipeline Management: Manage a portfolio of customers, ensuring renewals and growth through proactive engagement.; Project & Task Management: Coordinate multiple projects and tasks, meeting deadlines and stakeholder expectations.; Customer Understanding: Deeply understand customer needs, see things from their perspective, and provide tailored solutions.; Strategic Guidance: Review customer reports and proactively suggest strategies to improve performance.; Cross-functional Collaboration: Work closely with internal teams (Sales, Support, Marketing) to deliver seamless customer experiences.; Proactive Communication: Maintain regular contact with customers, anticipate challenges, and resolve issues before they escalate.; Target Achievement: Ensure retention, expansion, and advocacy goals are met.

Requirements

Strong communication skills: Able to build trust and influence stakeholders.; Proactive and self-driven: Takes initiative and ownership of outcomes without waiting for direction.; Strong sense of accountability: Responsible for delivering results and meeting commitments.; Problem solver: Identifies challenges and proposes actionable solutions.; Project management expertise: Skilled in managing timelines, tasks, and multiple stakeholders.; Customer-centric mindset: Always considers solutions from the customer’s perspective.; Strategic thinker: Can analyze data and propose actionable strategies.; Team player: Works effectively across departments.; Portfolio and pipeline management experience: Comfortable with revenue targets and growth metrics.; Tech-savvy: Understands SaaS and digital marketing principles.; 3+ years in Customer Success, Account Management, or related roles.; Proven ability to manage multiple projects and stakeholders.; Strong analytical and problem-solving skills.; Native Japanese proficiency and professional English communication skills.

Nice to have

SaaS or digital marketing experience