Customer Success Manager, Japan

The Customer Success Manager, Japan will be responsible for managing customers from both the Public and Private sectors in Japan. They will contribute to increasing customer net retention in cryptocurrency, BFSIs, and government verticals. The successful candidate will have advanced knowledge of product usage, technical expertise in data, compliance, regulatory standards, and investigations. They will build trust with customers, provide high credibility internally, and offer input on automating and improving workflows. Fluency in Japanese and English is required, along with experience in customer journey building, expanding product adoption, and managing stakeholders in government and law enforcement agencies.

• Increase the net retention of customers in cryptocurrency, BFSIs, and government verticals
• Answer advanced product usage and technical questions related to data, compliance, regulatory standards, and investigations
• Build trust and reliance with customers to help them achieve their goals
• Provide high credibility internally and be a sought-after resource for specific customers and product initiatives
• Contribute to making the Customer Success team more efficient and scalable by automating, simplifying, and improving daily workflows
• Cater to Public Sector customers as a Customer Success Manager at a SaaS business or work in the intelligence or investigations space in Japan
• Cater to Private Sector customers in BFSI or Web3 as a Customer Success Manager at a SaaS business or work in the AML, Financial Crime space in Japan
• Speak Japanese fluently and have professional proficiency in written and spoken English to connect with customers in APAC and employees across the US, EU, and beyond
• Possess emotional intelligence and empathetic propensity to understand customer needs and enable problem-solving
• Have experience in building customer journeys, usage metrics, expanding product adoption, creating account plans, and managing stakeholders in government and law enforcement agencies.

• Customer Success Manager experience in a SaaS business catering to Public Sector customers or experience in the intelligence or investigations space specifically in Japan
• Customer Success Manager experience in a SaaS business catering to Private Sector customers in BFSI or Web3 or experience in the AML, Financial Crime space specifically in Japan
• Proficiency in Japanese and professionally fluent in written and spoken English
• Emotional intelligence and empathetic propensity to understand customer needs and solve their problems
• Experience in building customer journeys, usage metrics, expanding product adoption, and creating account plans
• Ability to confidently answer advanced product usage and technical questions related to data, compliance, regulatory standards, and investigations
• Strong credibility internally and sought-after resource for specific customers and product initiatives
• Ability to contribute to increasing net retention of customers in cryptocurrency, BFSIs, and government verticals
• Trust and reliance from customers to help them achieve their goals
• Ability to automate, simplify, and improve daily workflows of the Customer Success team

• Great benefits
• Professional development opportunities
• Fun work environment
• Commitment to diversity and inclusion
• Internal Diversity Committee
• Days of Reflection for various occasions
• Accommodations for disabilities during the interview process
• Opportunity to work with a global team
• Commitment to revisiting and reevaluating diversity culture
• Privacy policy for EU applicants
• Contacting former employers and references for employment qualifications