Customer Success Manager

Customer Success Manager Customer Success Manager – Japan Location: Tokyo (Hybrid) About the Role We are looking for a Customer Success Manager who ensures our customers achieve maximum value from our solutions. This role requires strong communication skills, project and stakeholder management, and the ability to proactively identify opportunities for growth and success. You will manage a portfolio of accounts, maintain a healthy pipeline, and ensure targets are consistently met all while seeing things from the customer’s perspective. Key Responsibilities Portfolio & Pipeline Management: Manage a portfolio of customers, ensuring renewals and growth through proactive engagement. Project & Task Management: Coordinate multiple projects and tasks, meeting deadlines and stakeholder expectations. Customer Understanding: Deeply understand customer needs, see things from their perspective, and provide tailored solutions. Strategic Guidance: Review customer reports and proactively suggest strategies to improve performance. Cross-functional Collaboration: Work closely with internal teams (Sales, Support, Marketing) to deliver seamless customer experiences. Proactive Communication: Maintain regular contact with customers, anticipate challenges, and resolve issues before they escalate. Target Achievement: Ensure retention, expansion, and advocacy goals are met. What We’re Looking For Strong communication skills: Able to build trust and influence stakeholders. Proactive and self-driven: Takes initiative and ownership of outcomes without waiting for direction. Strong sense of accountability: Responsible for delivering results and meeting commitments. Problem solver: Identifies challenges and proposes actionable solutions. Project management expertise: Skilled in managing timelines, tasks, and multiple stakeholders. Customer-centric mindset: Always considers solutions from the customer’s perspective. Strategic thinker: Can analyze data and propose actionable strategies. Team player: Works effectively across departments. Portfolio and pipeline management experience: Comfortable with revenue targets and growth metrics. Tech-savvy: Understands SaaS and digital marketing principles. Qualifications 3+ years in Customer Success, Account Management, or related roles (preferably in SaaS or digital marketing). Proven ability to manage multiple projects and stakeholders. Strong analytical and problem-solving skills. Native Japanese proficiency and professional English communication skills. カスタマーサクセスマネージャー – 日本 勤務地：東京（ハイブリッド勤務） 職務概要 当社では、顧客が当社ソリューションから最大の価値を得られるよう支援する カスタマーサクセスマネージャー を募集しています。強力なコミュニケーション能力、プロジェクト管理スキル、ステークホルダーとの調整力を持ち、顧客のニーズを深く理解し、戦略的な提案を行える方を求めています。ポートフォリオ管理、パイプライン管理を通じて、目標達成を確実にしながら、顧客視点で価値を提供する役割です。 主な業務内容 ポートフォリオ＆パイプライン管理 ：顧客アカウントを管理し、更新・拡大を推進 プロジェクト管理 ：複数のタスクやステークホルダーを調整し、期限内に完了 顧客理解 ：顧客のニーズを把握し、顧客視点で最適なソリューションを提案 戦略的提案 ：顧客レポートを分析し、改善策や成長戦略を積極的に提案 クロスファンクショナル連携 ：営業、サポート、マーケティングなど社内チームと協働 プロアクティブなコミュニケーション ：課題を先読みし、迅速に対応 目標達成 ：更新率、拡大、顧客満足度の目標を達成 求める人物像 コミュニケーション能力 ：信頼関係を構築し、ステークホルダーをリードできる 主体的かつ自発的に行動できる方 ：指示を待たず、責任を持って業務を遂行 強い責任感 ：成果にコミットし、期限を守る 問題解決志向 ：課題を特定し、実行可能な解決策を提案 プロジェクト管理スキル ：複数のタスクを効率的に管理 顧客視点を持つ方 ：常に顧客の立場で考え、価値を提供 戦略的思考 ：データを分析し、成長戦略を策定 チームプレイヤー ：他部門と協力し、成果を最大化 テクノロジー理解 ：SaaSやデジタルマーケティングの知識 応募資格 カスタマーサクセス、アカウント管理、または関連業務で3年以上の経験（SaaSやデジタルマーケティング業界歓迎） 複数プロジェクトやステークホルダーの管理経験 強力な分析力と問題解決能力 日本語ネイティブレベル、英語ビジネスレベル Department Customer Success Role Customer Success Manager Locations Japan Remote status Hybrid Japan Workplace & Culture It all started in a pub in Croydon, UK – we even have the original tables and stools in our London Bridge HQ. Today, we’re a growing global business with 350+ employees and counting. So if you’re interested in becoming part of the dotfamily there may be an opportunity for you. About Dotdigital Dotdigital is a thriving global community of passionate, dedicated professionals, committed to the collective success of the organization and its clients. Our core principles of innovation, teamwork, and client-focused solutions drive us to approach challenges with a growth mindset and take ownership of our work.