Customer Success Manager

at  Acoustic

As a Customer Success Manager (Japanese Speaking), you’ll become an integral part of our mission to create the future of customer experiences, bringing cutting-edge technology to marketers, leveraging AI to bring human-centered solutions to their customer’s biggest marketing challenges.
In this role, you’ll be equipped with some of the best customer relationship management tools available on the market to identify customer insights that will help you drive value and a high renewal rate. You will work closely with cross-functional teams to drive adoption, deliver industry insights, and support our customers across ASEAN, Australia and New Zealand.
Strong language skills are essential to the role including being able to read, write and speak Japanese.

REQUIREMENTS

• 2+ years of experience in a customer success role, responsible for customer satisfaction and renewals for a SaaS company
• Proven success partnering with customers to identify opportunities to maximize their investment across multiple solutions
• Proven success in consistently achieving renewal rate targets
• Experience partnering with customers during regular business reviews to make data informed decisions regarding their current product usage and expansion opportunities
• Occasional Travel
• Can read, write and speak Japanese

• Develop account strategies in accordance with overall motions and customer business objectives
• Build and sustain relationships with stakeholders and decision makers, including C-level executives in assigned accounts with the goal of becoming a trusted advisor throughout all lines of business
• Proactively monitor and assess customer health customer base and enact designated playbooks focused on maximizing product adoption and driving retention
• Identify new opportunities within assigned customers – both within existing solutions as well as within the broader portfolio
• Work with clients to build a mutually agreed upon ‘Success Plan’ with performance objectives and KPIs
• Conduct regular business reviews to understand current adoption level, business relationships, general issues, and leverage them to better position Acoustic Connect solution upsell and expansion
• Work cross functionally with the broader Acoustic family including Support, Services, Operations, Product Management, Sales and Solution Engineering to ensure customer success and meet account performance objectives / customers’ expectations
• Work with clients to create a referenceable account base, build advocacy, including public promotion and external media engagement, including approvals for Logo usage, Press Releases, Testimonials and Case Studies
• Hold regular and effective communication with the client (QBRs, email, weekly scheduled calls, etc.)