As a Customer Success Manager, you will play a pivotal role in ensuring the success, adoption, growth, retention and satisfaction of our customers in Japan. You will act as a trusted advisor, leveraging your deep knowledge of financial technology to help clients maximize the value of our platform. This role requires both a strategic skillset and technical platform expertise as a product expert, a results-oriented professional who thrives in a fast-paced environment and has a proven track record of managing complex customer relationships for both enterprise and growing payment companies.

Key Responsibilities:

Customer Engagement & Success

Serve as the primary point of contact for enterprise and scale customers in the crypto industry, ensuring their long-term success with our platform.
Develop and execute customized account success plans to help customers achieve their business objectives.
Proactively identify opportunities for value realization, product adoption, and process improvements.

Account Management & Retention

Own the health and retention of a portfolio of enterprise and scale accounts, driving high GDR (Net Dollar Retention) and NDR (Net Dollar Retention) mitigating churn risk.
Collaborate closely with sales, renewals, and account teams to secure renewals and identify expansion opportunities.
Lead regular Executive Business Reviews and adoption Health Checks with executive stakeholders to showcase ROI and platform value.

Industry Expertise & Advisory

Leverage deep domain knowledge of the crypto ecosystem in addition to blockchain to provide strategic advice tailored to the customer’s needs.
Act as a thought leader, sharing insights on market trends, compliance requirements, and best practices to enhance customer success.
Facilitate cross-functional alignment between customer teams and internal product/engineering teams to address technical and strategic challenges.

Advocacy & Enablement

Advocate for customer needs internally, collaborating with Product, Marketing, Support, Services, and Engineering to drive enhancements that meet industry-specific demands.
Deliver training, enablement sessions, and resources to empower customers to maximize their use of the platform.
Identify and create customer success stories, case studies, and testimonials to support broader marketing and sales efforts.

Requirements:

Experience & Knowledge

8+ years of experience in Customer Success, Account Management, or related roles in the SaaS, fintech, or crypto industries.
Strong understanding of financial infrastructure, compliance requirements, digital wallets, blockchain, or cryptocurrency.
Proven track record of managing and growing enterprise accounts with complex needs.

Skills

Exceptional relationship-building skills with executive stakeholders and operational teams.
Strategic thinker with the ability to align customer objectives with platform capabilities.
Strong project management skills to navigate complex implementations and integrations.
Analytical mindset with proficiency in data-driven decision-making and metrics tracking.

Technical Proficiency

Familiarity with SaaS platforms that enable financial transactions and API-based integrations in the fintech space.
Proficiency in CRM tools like Salesforce, Gainsight, or equivalent customer success platforms and relevant reporting analytics and product adoption tools.

Soft Skills

Outstanding communication and presentation skills, both written and verbal.
Collaborative team player with the ability to work cross-functionally in a global organization.
Self-starter with a passion for technology and a customer-first mindset.
Fluent in Japanese and English

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