Customer Success Manager

Summary

Join AppTweak's dynamic team as a highly motivated Customer Success Manager! Collaborate with Enterprise clients in Japan (Tokyo office or remotely), understanding their needs, developing success strategies, and supporting them with AppTweak solutions. This role demands deep knowledge of app marketing, excellent communication, and strong relationship-building skills. You will onboard new clients, provide product training, act as the primary contact for inquiries, and foster long-term relationships. Responsibilities include implementing retention strategies, assessing client satisfaction, collaborating with support and sales teams, and leading the ASO community. Maintain a strong understanding of AppTweak's products and industry trends.

Requirements

• You are fluent in Japanese and English
• Bachelor’s degree in Business, Communication, Marketing, Sales or any relevant field
• 3 - 5 years of relevant experience in customer success or client-facing positions
• Experience at a SaaS company or on the client side
• Extremely hungry character ready to learn and grow in a fast-paced environment, all the while maintaining a resilient attitude
• Analytical mindset : proficiency with data analysis tools and a proven track record of working with complex data
• Excellent communication, presentation, and writing skills : you can build meaningful and trustworthy relationships with clients through transparent communication
• Team player and over-communicator : proven track record of proactively sharing and asking for feedback, and looking to add to the culture and skills of a growing team
• Curious and creative: you are familiar with core customer success terminology and want to expand your knowledge in SAAS customer success
• Rigorous and methodical: you know how to take steps to solve problems when dealing with new situations
• Strong interest in new technologies, data, and/or apps

Responsibilities

• Assist new Enterprise clients in navigating the onboarding process
• Provide comprehensive product training and share best practices to empower clients to maximize the value of our software solutions
• Act as the primary point of contact for client inquiries and promptly address their needs
• Foster and nurture strong, long-term relationships with clients, serving as their trusted advisor
• Implement strategies to retain and reduce churn at scale among existing clients
• Regularly engage with clients to assess satisfaction levels and proactively identify and address any potential concerns
• Collaborate closely with our support team to ensure timely resolution of client issues
• Identify opportunities for upselling and collaborate effectively with the sales team to expand client usage and adoption of our solutions
• Lead the AppTweak ASO Community to inform current users and prospects about ASO news and AppTweak updates
• Maintain a deep understanding of the AppTweak’s products and services and stay up-to-date with all the latest industry trends and updates

Preferred Qualifications

• Familiarity with ASO, Apple Ads and MMPs (e.g., AppsFlyer, Adjust), and mobile attribution is a strong plus
• Former experience selling Enterprise SAAS Solutions or/and Consulting Services
• Former experience supporting or selling to major digital advertising agencies
• Additional languages are a plus

Benefits

• Hybrid/remote work policy
• Possibility to take 2 weeks of remote work abroad when you first join AppTweak
• Opportunity to have a strong impact in AppTweak’s expansion
• Yearly regional team building to meet all your colleagues from the APAC team
• Attractive benefits and insurance coverage