Japanese-speaking CSR  

Our client is looking for an energetic, tech-savvy and customer-oriented Customer Success Manager to help our SMB customers be more successful with our product. You’ll be working with our customer base of knowledge workers to get them on-boarded, deliver value, resolve any usage and adoption issues throughout the customer lifecycle. It’ll be your job to understand your customers' goals and offer tailored advice on best practices. You will be proactively reaching out to customers and sharing the expertise on how to use the product in the most efficient way.

We’re a fast-growing startup and our days are fun and intense. We have a dynamic and diverse international customer base who want to be more productive and need your help taking the steps to make it happen.

You will work alongside other talented and passionate CSMs in an environment that prizes growth mindset, mutual support, and creative problem solving.

As a CSM, you will need to:

• Drive retention and growth among our SMB customers by understanding their business needs and helping them succeed.
• Proactively reach out to customers via phone and email to help them onboard with our team, optimize their use, resolve any usage and adoption issues.
• Write follow-up emails to customers with custom recommendations based on the topics, issues and questions discussed during the calls.
• Understand customer use cases, work processes and desired outcomes to help them unlock the most product value.
• Use our internal systems as well as tools, like Strikedeck for understanding customer health metrics and tracking interactions with customers.
• Report on work being done and share customer insights on a regular basis.
• Collaborate closely with other team members support renewals and expansion opportunities.
• Сonduct product webinars for customers, answer their questions during these live online sessions.

• 2+ years of work experience in a customer ­facing role (Customer Success, Customer Success, Relationship Management, Account Management, or similar role)
• Fluent Japanese is a plus
• Strong verbal and written communication skills: able to present complex ideas in an accessible and engaging way.
• Experience with Excel and/or Google Spreadsheets.