Customer Success Manager

Summary

Join our dynamic team as a remote Customer Success Manager based anywhere in Japan! You will be the primary point of contact for our technology clients, ensuring they maximize the value of our products and services. Key responsibilities include client onboarding, relationship management, performance monitoring, support and training, and strategic planning. You will collaborate with various teams to deliver a seamless customer experience and act as a client advocate. This role requires at least 3 years of experience in Customer Success within the technology sector, strong SaaS product understanding, and excellent communication skills in English and Japanese. We offer a flexible remote work environment, competitive salary and benefits, and opportunities for career progression.

Requirements

• At least 3 years of experience in Customer Success or a related role within the technology sector
• Strong understanding of SaaS products and their application in the technology industry
• Exceptional interpersonal and communication skills in both English and Japanese
• Proven ability to build relationships and manage client expectations effectively
• Experience in onboarding and training clients, with a focus on driving product adoption
• Ability to work independently and manage multiple client accounts in a remote setting

Responsibilities

• Guide clients through the onboarding process, ensuring they understand the platform and its features
• Build and maintain strong relationships with clients to understand their business objectives and challenges
• Track the usage and health of client accounts, identifying opportunities for growth and improvement
• Provide ongoing support, conduct product training, and deliver workshops to enhance client engagement
• Act as the client advocate within Substance, sharing insights and feedback to enhance products and services
• Develop success plans tailored to client needs, setting measurable goals and outcomes
• Work with sales, product, and support teams to provide a seamless customer experience

Benefits

• Flexible remote working environment
• Competitive salary and benefits package
• Exposure to international markets and the opportunity to work with a diverse team
• Flexible remote working arrangements
• Paid Time Off