Customer Success Manager - Japanese Speaking

6 дн. назад

SingaporeWorldwideOnsite

customer success softwarecrmdata analysis

Manage client relationships, drive customer satisfaction, renewals, and expansion while providing strategic insights.

О компании

Digital commerce is built on trust. At every point along the eCommerce journey, businesses must make a critical decision: Can I trust this customer? Answering this simple question accurately and instantly is powerful—it can accelerate revenue growth and strengthen a company’s connection with its customers. How do we do it? was founded on the insight that it's not about what is being purchased, nor where— but who is behind the interaction.
The Decision Engine finds patterns across more than one billion identities in our dataset. We isolate fraudsters and protect customers—ensuring everyone gets the experience they deserve.  Given that trust is central to how we operate, is very much driven by a defined set of values. We attract remarkable talent and have retention and engagement levels that are well above benchmarks. We’re meticulous about strengthening our culture as we grow and ensuring this is an environment where people can have outsized impact. 
Trust is backed by data –  is a recipient of over 10 workplace and innovation awards, including: 
Great Place to Work Certification (2021, 2022, 2023, 2024 )
Fortune’s Best Workplaces in NYC (2022, 2023 and 2024 )
Forbes Cloud 100 (2021, 2022, 2023,  2024 and  2025 )
#3 on Fast Company’s list of “Most Innovative Finance Companies” ( 2022 )
Anti-Fraud Solution of the Year at the Payments Awards ( 2024 )
SAP Pinnacle Awards “New Partner Application Award” (2023)
Fintech Breakthrough Awards – Best Fraud Prevention Platform (2023)

Обязанности

The Customer Success department is the backbone of everything does, and as a Enterprise Customer Success Manager, you’ll be a key addition to that team. ’s technology is on the cutting edge, and as such, the Customer Success team is in an exciting position to show customers how to benefit from that value. We put a great deal of faith in our CSMs, who are responsible not only for customer satisfaction, but also for renewals, expansion, and providing strategic insights. In this role you’ll build lasting relationships with client executives, solve complex business challenges, and grow partnerships, all while developing business, technical, and relationship skills that’ll be the cornerstone of your future career.
Enable a variety of client stakeholders on ’s portal and technology close to the account going live. Run ongoing training and enablement for clients as well
Quarterback high impact engagements, particularly monthly and quarterly business reviews to communicate ’s performance and value to client executives 
Procure advocacy from your clients in the form of reference calls, case studies, etc. that act as sales accelerators and turn our partners into active promoters
Leverage your client relationships and knowledge of ’s solution to generate upsell opportunities that you will collaborate with the Sales team on
Own the retention number for your book of business and oversee the renewal process for expiring client contracts
Share key insights about ’s product and processes internally with our Product and leadership teams to help point the company roadmap in the right direction
Direct client technical inquiries or troubleshooting questions to our Support team and help that team where necessary to ensure a positive customer experience
Maintain clean data within our internal systems to ensure that both you and ’s leadership team have the most accurate info possible about the book of business

Требования

3-4 years of post-live, client-facing Account Management / Customer Success experience in the Japanese Market. 
Fluent Japanese and English Language skills. 
Experience leading monthly and quarterly business reviews with client executives where you described the value and ROI of your company’s solution
Experience communicating client business objectives or issues to your internal leadership in order to form a strategic account plan
Experience collaborating with your internal Product, R&D, and/or operations team to understand client needs and communicate product feedback
Experience enabling and training your clients on how to use your company’s UX both initially and on an ongoing basis
Experience in a SaaS startup environment, and in either the payments, fraud, or finance industry is a bonus
Ability to work in fast paced environment, be trusted to drive initiatives autonomously and gain buy in from a wide collection of stakeholders
Ability to break down ambiguous and nuanced problems into concrete, manageable components and think through optimal solutions
Openness to being hands on. Not afraid to roll your sleeves up and get in the weeds while solving complex operational problems

Условия

Competitive salary and bonus plan
Restricted Stock Units (RSU's)
Private health insurance, including vision and dental coverage
Half day Fridays, every Friday

Другое

We are a team of over 600 Forterians spread across 3 different continents. Since 2013, we've raised $525 million from investors such as Tiger Global, Bessemer, Sequoia Capital, March Capital and Salesforce Ventures. We're on a mission to bring trust to global digital commerce so that companies like Adobe, ASOS, eBay, Instacart, Priceline and Nordstrom can block fraud, drive revenue and improve customer experience.
At , we believe unique people create unique ideas, and valuable experience comes in many forms. So, even if your background doesn't match everything we have listed in the job description, we still encourage you to apply and tell us why your skills and values could be an asset to us. By welcoming different perspectives, we grow together as humans and as a company.
is an Equal Employment Opportunity employer that will consider all qualified applicants, regardless of race, color, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, genetics, age, disability status, protected veteran status, or any other characteristic protected by applicable law.
 
At , we have embraced a hybrid work model that combines the benefits of in-office collaboration with the flexibility of remote work. As part of this exciting approach, Team members are invited to work from the office at least 2 days per week. Within these two days, we encourage employees to join each week, for a department Team Day and for a Hub Day within each office. Your recruiter will share the specifics of these days.
Our hope is that a balance of in-person collaboration will aid massively in employee professional growth, development and relationship-building.
* does not accept agency resumes. Please do not forward resumes to (or any related) jobs alias or directly to any employees. will not be responsible for any fees related to unsolicited resumes.