Customer Success Manager, Enterprise

At Similarweb, we are revolutionizing the way businesses interact with the digital world by revealing to them everything that happens online. Our unique data and solutions empower over 4,300 customers globally, including industry giants like Google, eBay, and Adidas, to make game-changing decisions that drive their digital strategies. In 2021, we went public on the New York Stock Exchange, and we continue to reach new heights! Come work alongside Similarwebbers across the globe who are bright, curious, practical and good people.

We’re looking for an Enterprise Customer Success Manager (based in Tokyo) to work closely with our top Enterprise clients. The ideal candidate will have a background in digital marketing, data and customer success, and enjoys working directly with clients to help solve business problems and provide data-driven outcomes. This role will also serve as a product expert to help drive customer adoption and retention, generating insights and creative ideas for Similarweb solutions. 

This role will report to the Country Manager, Japan.

Why is this role so crucial at Similarweb?

The Customer Success Manager is a key player on the Enterprise Team collaborating with a variety of internal cross-functional teams and serving as a trusted advisor to our clients by working in a consultative manner. The CSM's ability to create relationships with the clients, and help them extract real business value using our solutions is essential to keeping clients engaged with Similarweb for years.

So, what will you be doing all day?

• Being the primary point of contact for all users on the account, responsible for identifying the client’s pain points and defining client success 
• Responsible for onboarding, training, boosting engagement, and evangelizing Similarweb and all our offerings
• Act as a trusted partner and advisor to the client, providing guidance and support throughout our journey and partnership.
• Manage and expand long-term customer relationships, and ensure account longevity and renewals
• Identify and mitigate account churn risks, implementing proactive measures to retain customers and enhance their experience.
• Ensure our clients are engaged with the platform, taking action based on our data-driven insights and understanding the value it brings them towards achieving their business goals.
• Support in uncovering and identifying upsell opportunities during the customer’s lifecycle.
• Develop strong subject matter expertise across all Similarweb solutions

This is the perfect job for someone who:

• Solid understanding and experience in digital marketing 
• 3+ years experience in a client facing customer success role, preferably in a SaaS company with planning and execution capabilities
• 3+ years experience in an analytical/consultative role in digital marketing (SEO, PPC, media planning).
• Solid relationship-building skills – the ability to quickly build rapport and establish trust (both internally and with clients).
• Analytical and consulting mindset with the ability to quickly discover, digest, and identify solutions to problems.
• Strong presentation and storytelling skills when it comes to analyzing data to share meaningful insights.
• Team player who can collaborate effectively with colleagues and business partners with a strong customer focus.
• Self-motivated, proactive, ownership mindset and results-oriented.
• Native level written and speaking Japanese
• Willingness to use English at work (read and spoken)  

*All Similarweb offices work in a hybrid model, so you can enjoy the flexibility of working from home with the benefits of building face-to-face connections with fellow Similarwebbers*

Why you’ll love being a Similarwebber:

You’ll actually love the product you work with: Our customers aren’t our only raving fans. When we asked our employees why they chose to come work at Similarweb, 99% of them said “the product.” Imagine how exciting your job is when you get to work with the most powerful digital intelligence platform in the world.

You’ll find a home for your big ideas:  We encourage an open dialogue and empower employees to bring their ideas to the table. You’ll find the resources you need to take initiative and create meaningful change within the organization. 

We offer competitive perks & benefits: We take your well-being seriously, and offer competitive compensation packages to all employees. We also put a strong emphasis on community, with regular team outings and happy hours.

You can grow your career in any direction you choose: Interested in becoming a VP or want to transition into a different department? Whether it’s Career Week, personalized coaching, or our ongoing learning solutions, you’ll find all the tools and opportunities you need to develop your career right here.

Diversity isn’t just a buzzword: People want to work in a place where they can be themselves. We strive to create a workplace that is reflective of the communities we serve, where everyone is empowered to bring their full, authentic selves to work. We are committed to inclusivity across race, gender, ethnicity, culture, sexual orientation, age, religion, spirituality, identity and experience. We believe our culture of equality and mutual respect also helps us better understand and serve our customers in a world that is becoming more global, more diverse, and more digital every day.

#LI-HYBRID

エンタープライズ カスタマーサクセスマネージャー（東京勤務）

Similarweb では、オンラインで起きているすべてを可視化し、企業がデジタルの世界と関わる方法を変革しています。
私たちのユニークなデータとソリューションは、Google、eBay、Adidas といった業界大手を含む、世界4,300社以上のお客様に活用され、デジタル戦略の転換点となる意思決定を可能にしています。2021年にはニューヨーク証券取引所に上場し、さらなる成長を続けています。

世界中の優秀で好奇心旺盛、実践的かつ誠実なチームメンバーと共に働きませんか？
今回募集するのは、東京を拠点に当社の主要エンタープライズ顧客と密に連携するカスタマーサクセスマネージャーです。デジタルマーケティング、データ、カスタマーサクセスの経験を持ち、クライアントの課題解決やデータに基づく成果の提供に情熱を持つ方を求めています。本ポジションでは、製品のエキスパートとしてお客様の導入・活用・定着を推進し、Similarwebのソリューションに関する洞察や創造的な提案を行います。

レポートラインは日本のカントリーマネージャーです。

このポジションが重要な理由

カスタマーサクセスマネージャーは、エンタープライズチームの中核として、社内の多様な部門と連携しながら、お客様の信頼できるアドバイザーとしてコンサルティング型で支援します。クライアントと強固な関係を築き、Similarwebの価値を最大限引き出していただくことが、長期的な利用・継続につながります。

主な業務内容

• 担当顧客のメイン窓口として、課題の特定と成功の定義を行う
  
  
• オンボーディング、トレーニング、利用促進、Similarweb製品の浸透活動
  
  
• 信頼できるパートナーとしてガイダンスやサポートを提供
  
  
• 長期的な関係構築、契約更新の推進
  
  
• 解約リスクの特定と予防策の実施
  
  
• データドリブンなインサイトの活用を促し、ビジネス目標達成を支援
  
  
• アップセルの機会を発見し、提案につなげる
  
  
• 全Similarwebソリューションの専門知識を習得
  
  

求める人物像・条件

• デジタルマーケティングの知識・経験
  
  
• SaaS企業でのカスタマーサクセス職3年以上（企画・実行能力必須）
  
  
• デジタルマーケティング（SEO、PPC、メディアプランニング等）の分析・コンサル経験3年以上
  
  
• 高い関係構築スキルと信頼関係の早期構築能力
  
  
• 課題発見力と解決策提案力
  
  
• データ分析結果を分かりやすく伝えるプレゼン・ストーリーテリング能力
  
  
• チームワークと顧客志向
  
  
• 自発的・主体的で成果志向
  
  
• 日本語ネイティブレベル
  
  
• 英語の読み書き・会話に抵抗がない方
  
  

働き方

Similarwebはハイブリッドワークを採用。自宅勤務の柔軟性と、出社によるチーム交流の双方を享受できます。

Similarwebで働く魅力

• 誇れるプロダクト：社員の99%が「製品が好き」と回答
  
  
• アイデアを形にできる環境：自由な発言と挑戦を奨励
  
  
• 充実の待遇・福利厚生：競争力のある報酬、チームイベント
  
  
• キャリア成長支援：他部署異動や昇進の機会、研修制度
  
  
• 多様性と包括性：人種・性別・文化・年齢・価値観を尊重する職場
  
  

#LI-HYBRID

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