Customer Success Manager

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

📋 Description

• Responsibilities:

• - Strategically oversee and cultivate accounts to foster growth and enhance service utilization. Create customized account plans that ensure client objectives and ROI metrics are met, aligning with Visit.org’s capabilities. This includes assisting and/or leading the planning and execution of offsite meetings with clients to better understand their needs, co-create additional value, and strengthen strategic partnerships.

• - Actively assist the Sales team with client renewals and negotiations, ensuring high retention rates and minimizing churn within accounts.

• - Establish and maintain strong, executive-level relationships with key stakeholders in each client organization, becoming a trusted advisor on issues related to social impact and partnerships.

• - Provide tailored consultations and presentations that showcase the ongoing value of Visit.org’s offerings in relation to client objectives.

• - Proactively identify and address issues that arise within accounts, ensuring a high level of client satisfaction and service delivery.

• - Collaborate with Supply, Content, Sales, Marketing, Events, and Product teams to convey client needs and align on cross-functional initiatives that enhance product functionality, service delivery, and client satisfaction.

• - Advocate for client needs internally to guarantee that all client deliverables are met with excellence, promoting product enhancements when necessary to serve customer requirements.

• - Contribute to the formulation of best practices, operational procedures, and strategic initiatives that improve the overall effectiveness and scalability of the Customer Success team.

⛳️ Requirements

• Qualifications:

• - 2+ years of experience in Customer Success, Account Management, Sales, Partnerships, or another client-facing role.

• - Experience in a fast-paced startup environment, particularly in enterprise SaaS.

• - Ability to illustrate value through customer narratives, data, and unique insights.

• - Strong organizational skills with the capability to create structure in ambiguous situations.

• - Detail-oriented while still driving towards overarching goals.

• - Quick learner with the ability to understand various processes and/or systems.

• - Excellent written, verbal, and presentation communication skills, along with strong interpersonal skills.

• - A collaborative team player who can build relationships and communicate effectively across departments.

• - Proficient in using sales management and internal communication tools, including Salesforce, Gong, Slack, Monday.com, and others.

• - A genuine desire to meet the needs of our clients.

• - Passion for our mission and a commitment to making a difference in the world through technology.

• - Experience in a dynamic startup environment.

• - A strong commitment to our mission and the desire to create an impact through technology.

🏝️ Benefits

• **How we care**

• - Competitive salary.

• - Mission-driven company events/volunteering opportunities.

• - Inclusive and vibrant startup culture.

• - Opportunities for accelerated career and personal growth.

• - Culture Club and more!