Customer Success Manager

Summary

Join HubSpot, a leading CRM platform provider, as a Customer Success Manager in the rapidly expanding Japanese market. You will support and guide direct sales customers toward long-term success. Your role is central to the customer experience, encompassing consulting on marketing, sales, and customer success/service software. This position requires experience engaging stakeholders, strategic planning using KPIs, and a commitment to customer success. Remote work, including outside of Tokyo, is possible. HubSpot values flexibility and connection, offering opportunities for both remote work and in-person collaboration.

Requirements

• Experience working with internal and external stakeholders
• Interest and commitment to learning and growth in the marketing, sales, customer success/service field
• Experience and skills in planning proactively based on KPIs and numerical data
• Proactive approach to problem-solving and addressing customer needs
• Alignment with the value system: Customer > Company > Team > Individual (leftmost being the highest priority)
• Adaptability and ability to thrive in various environments
• Native level Japanese
• Ability to read internal documents in English

Responsibilities

• Provide consulting on the mid-to-long-term business goals and challenges of customers using HubSpot
• Implement retention strategies to promote customer usage and continued contracts
• Support product utilization, and engage in cross-selling/upselling activities aligned with customer success/growth
• Develop and improve HubSpot's customer success program
• Collaborate with sales and onboarding teams to create a seamless customer experience
• Provide product feedback to the development team tailored to the Japanese market

Preferred Qualifications

• Practical experience and/or consulting experience with CRM and marketing automation
• Experience as a Customer Success Manager, performing retention, upselling, and cross-selling tasks in the SaaS industry
• Experience achieving results individually or as part of a team in a remote environment

Benefits

Remote work, including outside of Tokyo