Customer Success Manager — Japan

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 technologycontinue to evolve:

• Awareness:Understand yourself and others.
• Judgment:Evaluate information and make decisions in complex situations.
• Adaptability:Learn, adjust, and stay effective through change.
• Connection:Communicate, collaborate, and build trust.

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

Compensation