Customer Success Manager, Japanese & Korean Speaking

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

📋 Description

• Take charge of post-sale customer strategy and relationships for an assigned portfolio.

• Promote product adoption, ensure value realization, and drive retention, growth, and Net Revenue Retention.

• Act as a trusted advisor to executive sponsors, business leaders, technical administrators, and key stakeholders.

• Cultivate technical fluency in Dropbox and provide guidance on product capabilities, security, configuration, integrations, governance, and workflows.

• Convert customer business and technical requirements into use cases, actionable recommendations, and constructive feedback.

• Facilitate product education, develop use cases, conduct Success Business Reviews, and lead value-driven renewal discussions.

• Collaborate with Sales and cross-functional teams on account strategy, identify blockers, assess renewal risks, and explore expansion opportunities.

• Utilize feedback, product usage data, and business context to amplify the customer voice and enhance playbooks and best practices.

⛳️ Requirements

• Minimum of 4 years of experience in B2B SaaS Customer Success, Account Management, Solutions Consulting, Professional Services, or a similar customer-facing role.

• Strong business and commercial acumen, with a readiness to develop the skills necessary to manage assigned customer renewals from 2027.

• Technical aptitude and enthusiasm for product learning; ability to understand SaaS products, customer environments, configurations, and workflows.

• Capacity to build relationships across customer organizations and manage a portfolio in Japan and Korea.

• Proficient analytical and problem-solving abilities using customer insights, usage data, and business context.

• Quick adaptability, ability to navigate ambiguity, take ownership, and work collaboratively across functions.

• Bachelor's degree or equivalent practical experience.

• Proficient in spoken and written Japanese, including business communication.

• Business-level proficiency in Korean and English.

• Capability to engage customers in Japanese and Korean while collaborating with global teams in English.

• Willingness to travel for customer visits in Japan and Korea, as well as internationally for company offsites and sales kickoffs.

🏝️ Benefits

• Comprehensive health and wellness plans.

• Opportunities for professional development and career advancement.

• Flexible work arrangements to support work-life balance.

• Collaborative and inclusive company culture.