Manager, Customer Success Team (Growing SaaS company!)

Manager, Customer Success Team (Growing SaaS company!)

Our client is looking for an experienced Manager of Customer Success to build & strengthen client relationships and ensure the effective use of their products.

The company is undergoing sustained high growth - this is a great chance to fast-track your career development in a team management role.

You'll work with a wide range of clients from large enterprises to government agencies. You will have the freedom to solve problems creatively and add value to Japanese businesses. The role offers full support from various in-house teams, from sales to product development, and involves working with advanced technology.

Responsibilities:

• - Lead & manage customer success team.
• - Ensure smooth onboarding for new customers and effective product use.
• - Understand customer needs and recommend the best product solutions.
• - Conduct training for partners and resellers.
• - Analyze customer usage data to identify trends and areas for improvement.
• - Inform clients about new features and updates.
• - Develop strategies to enhance customer satisfaction and renewal rates.
• - Propose additional services and upsell opportunities to drive revenue growth.
• - Respond quickly to customer inquiries and issues, coordinating with internal teams.
• - Lead problem-solving processes to maintain high customer satisfaction.

Required Skills:

• - Over 5 years in Customer Success (or related roles)
• - Team management experience.
• - Experience in a SaaS company.
• - Deep understanding of Microsoft 365 technologies.
• - Capability to analyze product usage and provide actionable insights.
• - Must be fluent in Japanese.