Scaled Customer Success Manager
On-site · Tokyo, Tokyo, Japan
Job Summary
Scaled Customer Success Manager role focused on proactive and reactive 1:1 customer engagements and 1:Many programs to drive adoption, value realization, and revenue growth. You will manage a high-volume customer portfolio with playbooks, automated communications, webinars, office hours, and user groups; act as a cross-functional bridge between global Scaled CS and the Japan market; provide technical guidance and troubleshooting; monitor customer health and contribute to retention and expansion opportunities; test and iterate scalable programs and drive regional alignment with local account teams. Requires strong communication across executives to hands-on product users, a data-driven approach, and the ability to work independently and with sales, marketing, and product teams; native Japanese and English is preferred with Tokyo office حضور 週3日出社。
Required Qualifications
- 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role within a SaaS company
- Experience in a scaled customer engagement model, managing a larger book of business using playbooks, automated communications, and one-to-many engagement strategies such as Webinars, Office Hours and User Groups
- Comfort with technically complex products—ability to quickly learn and advise customers on software solutions; WalkMe experience preferred
- Strong problem-solving skills with ability to offer real-time technical guidance and solution recommendations
- Excellent communication and relationship-building abilities, capable of engaging with a wide range of customer personas from executives to hands-on product users
- Data-driven mindset, leveraging insights to proactively drive adoption, mitigate risk, and identify expansion opportunities
- Ability to work independently and cross-functionally, collaborating with sales, marketing, and product teams to enhance the customer experience
- Native level in Japanese and English is preferred
- Must be able to work 3 days per week in office
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.