Customer Success Manager
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Job Description
Customer Success Manager guiding APAC enterprises to maximize Optro’s AI-powered GRC platform. Managing strategic accounts, retention, expansion, training, and customer feedback across Japan and regional markets.
Responsibilities:
- Develop and maintain strong relationships with key customer stakeholders in the APAC region
- Create strategic account plans aligned with customer business objectives
- Partner with Sales and Partner teams to ensure seamless customer transitions and regional ecosystem growth
- Stay current on product updates and features and advise customers on leveraging Optro’s solutions
- Conduct webinars and community content sessions to educate users
- Identify and execute upselling and cross-selling opportunities
- Develop strategies to minimize churn and foster long-term customer loyalty
- Gather APAC-specific customer feedback and advocate for customer needs within the global organization
- Proactively identify and resolve customer challenges with internal teams across time zones
- Serve as the primary customer contact and maximize product value and satisfaction
Requirements:
- Minimum of 3 years of experience in Customer Success or Account Management within a B2B SaaS environment
- Proven experience in audit, risk management, compliance (GRC), or management consulting is highly preferred
- Professional fluency in Japanese and English is preferred
- Cultural intelligence and meticulous attention to detail in a fast-paced, multicultural business environment
- Ability to work autonomously and proactively with minimal direction
- Ability to interface with C-level executives to drive program strategy and demonstrate ROI
- Familiarity with Customer Success tools such as Gainsight, Salesforce, or similar platforms
- Hands-on experience with GRC platforms is preferred
- Exceptional relationship-building and problem-solving skills
- Willingness and ability to travel as needed
- Primarily available during Singapore Standard Time (SGT), with flexibility for global collaboration
- Professional Japanese language working proficiency
- Must complete background checks
Benefits:
- Monthly work from home allowance - varies by location
- Benefits depend on location but include statutory coverage
- Competitive compensation & bonus program
- Annual leave and holidays
- Employee resource groups
- Opportunities for team and company-wide get-togethers
- Background checks required
- Flexible schedule for global collaboration
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