Develop and maintain strong relationships with key customer stakeholders in the APAC region, creating strategic plans that align with their business objectives to drive mutual success and growth.
Partner closely with new on-site Sales and Partner teams to ensure seamless customer transitions and regional ecosystem growth.
Stay abreast of all product updates and features, providing regional customers with insights on how to leverage our solutions to meet their unique local regulatory and business needs.
Conduct "one-to-many" sessions, including webinars and community content, to empower a diverse user base to maximize the value of Optro.
Identify and execute opportunities for account expansion through upselling or cross-selling, while developing strategies to minimize churn and foster long-term loyalty.
Gather APAC-specific customer feedback and insights, advocating for these needs within the global organization to drive product improvements.
Proactively identify and address customer challenges, collaborating with internal teams to ensure swift and effective problem resolution across time zones.

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 to support a diverse regional client base.
You understand the importance of building deep, long-term trust and meticulous attention to detail while thriving in the fast-paced, multi-cultural business environment of the region & Optro.
As the sole CSM in the region, you must be an autonomous worker, able to work independently and proactively with minimal direction while managing ambiguity effectively.
Ability to interface with C-level executives to drive program strategy and demonstrate ROI.
Familiarity with Customer Success tools like Gainsight, Salesforce, or similar platforms.
Hands-on experience with GRC platforms is preferred.
Exceptional relationship-building and problem-solving skills, with the ability to engage and influence stakeholders at all organizational levels.

Customer Success Manager

Key skills