Customer Success Manager, SMB / Enterprise

We’re looking for a Customer Success Manager, SMB/ Enterprise (based in Tokyo) to work closely with our top SMB / enterprise clients in the Japan market. The ideal candidate will have a background in digital marketing, data and customer success, and enjoys working directly with clients to help solve business problems and provide data-driven outcomes. This role will also serve as a product expert to help drive customer adoption and retention, generating insights and creative ideas for Similarweb solutions. The Customer Success Manager is a key player on the SMB / Enterprise Team collaborating with a variety of internal cross-functional teams and serving as a trusted advisor to our clients by working in a consultative manner. The CSM's ability to create relationships with the clients, and help them extract real business value using our solutions is essential to keeping clients engaged with Similarweb for years.

Responsibilities

Being the primary point of contact for all users on the account, responsible for identifying the client’s pain points and defining client success; Responsible for onboarding, training, boosting engagement, and evangelizing Similarweb and all our offerings; Act as a trusted partner and advisor to the client, providing guidance and support throughout our journey and partnership; Manage and expand long-term customer relationships, and ensure account longevity and renewals; Identify and mitigate account churn risks, implementing proactive measures to retain customers and enhance their experience; Ensure our clients are engaged with the platform, taking action based on our data-driven insights and understanding the value it brings them towards achieving their business goals; Support in uncovering and identifying upsell opportunities during the customer’s lifecycle; Develop strong subject matter expertise across all Similarweb solutions

Requirements

Solid understanding and experience in digital marketing; 3+ years experience in a client facing customer success role, preferably in a SaaS company with planning and execution capabilities; 3+ years experience in an analytical/consultative role in digital marketing (SEO, PPC, media planning); Solid relationship-building skills – the ability to quickly build rapport and establish trust (both internally and with SMB / enterprise clients); Analytical and consulting mindset with the ability to quickly discover, digest, and identify solutions to problems; Strong presentation and storytelling skills when it comes to analyzing data to share meaningful insights; Team player who can collaborate effectively with colleagues and business partners with a strong customer focus; Self-motivated, proactive, ownership mindset and results-oriented; Native level written and speaking Japanese; Willingness to use English at work (read and spoken)

Nice to have

SaaS company experience

Benefits

Hybrid work model; Competitive compensation packages; Regular team outings and happy hours; Career development opportunities; Inclusive and diverse workplace