Customer Success Manager – Japanese Speaker

Role Overview

• Own a portfolio of customers, proactively drive value and adoption, support business outcomes, and help maintain and grow long-term relationships.
• Act as a trusted advisor, guiding customers through their lifecycle journey from onboarding to renewal and expansion while collaborating closely with Sales, Support, Product, and Marketing teams.
• Conduct regular business reviews (IE: QBRs and EBRs) to assess adoption, performance, and alignment with customer goals.
• Drive customer engagement by understanding their business needs and recommending best practices for maximizing TeamViewer’s value.
• Lead smooth onboarding journeys, ensuring customers are properly set up, trained, and supported throughout the initial implementation phase.
• Monitor usage and proactively identify opportunities to improve activation, adoption, and product utilization.
• Identify customer risks early and engage cross-functional teams to support retention strategies.
• Manage churn risks and work with internal teams to address customer challenges quickly and effectively.
• Champion customer needs internally to remove obstacles and enhance their overall experience.
• Identify expansion opportunities, such as additional licenses, product add‑ons, or region/business unit growth.
• Partner with Sales and Renewals to support upsell conversations, prepare proposals, and drive successful contract renewals.
• Collaborate with Support to address escalations and ensure timely resolution of customer issues.
• Provide feedback to Product Management based on customer insights, adoption patterns, and feature requests.
• Work with Marketing and Enablement teams to share customer success stories and contribute to knowledge‑base content.
• Track key customer metrics such as adoption, usage trends, health scores, and renewal forecasts.
• Maintain accurate and timely documentation of all customer interactions within CRM and Customer Success tools.

Requirements

• Native-level Japanese and strong English communication skills
• 3+ years of experience in Customer Success, Account Management, or a related customer facing role in SaaS or technology
• Strong communication and interpersonal skills, with the ability to engage both technical and non‑technical stakeholders
• Proven ability to manage multiple accounts and priorities in a fast‑paced environment
• Demonstrated success using data to drive decisions and improve customer outcomes
• Experience with remote connectivity, IT management, or enterprise SaaS environments
• Familiarity with CRM tools (e.g., Salesforce) and Customer Success platforms (e.g., Planhat, Gainsight, etc.)
• Ability to manage cross-cultural relationships and work effectively with global internal teams

Benefits

• Onsite Onboarding in our Adelaide office for an optimal start
• Great compensation and benefits packages including company achievement bonus or sales bonus
• Company stocks and regular salary reviews
• Public transport friendly offices
• Special terms for local gyms
• Access to Corporate Benefits platform with many discounts
• Regular Team events and company-wide celebrations
• Open door policy, no dress code rules, frequent all Hands and Leadership Lunches
• Work From Abroad Program allowing up to 40 days of work outside your contracting country
• We celebrate diversity as one of core values, join and drive one of the c-a-r-e initiatives together with us!