Customer Success Manager

This is a fully remote position, open to applicants in Japan.

📋 Description

• Cultivate and sustain robust relationships with essential customer stakeholders across the APAC region.

• Develop strategic account plans that are in alignment with the business objectives of customers.

• Collaborate with Sales and Partner teams to ensure smooth customer transitions and enhance regional ecosystem development.

• Remain informed about product updates and features, providing guidance to customers on how to leverage Optro’s solutions effectively.

• Organize webinars and community content sessions aimed at educating users.

• Recognize and pursue upselling and cross-selling opportunities.

• Formulate strategies to reduce churn and promote lasting customer loyalty.

• Collect APAC-specific customer feedback and advocate for their needs within the global organization.

• Proactively identify and address customer challenges in collaboration with internal teams across different time zones.

• Act as the primary point of contact for customers, ensuring maximum product value and satisfaction.

⛳️ Requirements

• A minimum of 3 years of experience in Customer Success or Account Management within a B2B SaaS setting.

• Demonstrated expertise in audit, risk management, compliance (GRC), or management consulting is highly desirable.

• Professional proficiency in both Japanese and English is preferred.

• Possess cultural intelligence and a keen attention to detail in a dynamic, multicultural business environment.

• Ability to work independently and proactively with minimal supervision.

• Capable of interfacing with C-level executives to drive program strategy and showcase ROI.

• Familiarity with Customer Success tools like Gainsight, Salesforce, or similar platforms.

• Hands-on experience with GRC platforms is preferred.

• Exceptional skills in relationship building and problem-solving.

• Willingness and capability to travel as necessary.

• Primarily available during Singapore Standard Time (SGT), with flexibility for global collaboration.

• Professional working proficiency in the Japanese language.

• Completion of background checks is mandatory.

🏝️ Benefits

• Monthly work from home allowance – varies by location.

• Benefits vary by location but include statutory coverage.

• Competitive compensation and bonus program.

• Annual leave and recognized holidays.

• Employee resource groups.

• Opportunities for team and company-wide gatherings.

• Background checks are required.

• Flexible schedule to accommodate global collaboration.