SaaS CSM

A leading enterprise software company is seeking an experienced Customer Success Manager (CSM) to engage, retain, and drive customer renewals and expansion opportunities through its existing and emerging product offerings.
The company is a pioneer in the Digital Adoption Platform (DAP) space, helping organizations maximize the value of their technology investments through in-app guidance, user engagement, actionable insights, and automation. These solutions enable employees to work more efficiently, provide leaders with greater visibility into digital adoption, and support successful digital transformation initiatives.
The Customer Success Manager owns the post-sales customer lifecycle for a portfolio of accounts, serving as a trusted advisor and advocate for customers while driving adoption, retention, and growth. This role is responsible for strengthening customer relationships, identifying expansion opportunities, and ensuring customers achieve measurable business outcomes.
The ideal candidate is passionate about delivering an exceptional customer experience, building long-term strategic partnerships, and helping customers realize the full value of innovative technology solutions.

• Serve as the trusted advisor and primary point of contact for a portfolio of enterprise customers throughout the customer lifecycle, from post-sale onboarding through adoption, business reviews, project success, renewal, and growth.

• Build and maintain relationships with key stakeholders, decision-makers, and executive sponsors to understand business objectives, identify priorities, and develop long-term account success strategies.

• Understand customer requirements and business challenges to identify opportunities for solution expansion, increased adoption, and additional product utilization within the customer environment.

• Proactively engage customers to assess account health, mitigate risks, and ensure available platform capabilities and services are effectively leveraged to maximize business value and ROI.

• Partner closely with Sales, Professional Services, and other cross-functional teams to align on customer goals, project deliverables, success metrics, and ongoing service requirements.

• Drive customer retention, renewals, and long-term success by developing strategic engagement plans, identifying growth opportunities, and executing initiatives that increase customer value and satisfaction.

• Take a consultative and proactive approach to account management, supporting both expansion and renewal efforts across the assigned portfolio while fostering strong, lasting customer relationships

• 3+ years of Customer Success, Account Management, or related SaaS experience supporting large enterprise organizations.

• Proven experience owning customer renewals and driving account growth through expansion opportunities.

• Strong consultative skills with demonstrated expertise in discovery conversations, business value alignment, and ROI-focused discussions.

• Strong business and technical acumen, with the ability to confidently engage in both solution-oriented conversations and commercial negotiations.

• Experience collaborating across internal teams to secure resources, drive customer outcomes, and support strategic account initiatives.

• Ability to develop pricing recommendations and effectively communicate commercial terms and value propositions to stakeholders.

• Demonstrated success balancing strategic account planning with tactical execution while consistently delivering high levels of customer satisfaction, retention, and business outcomes in a fast-paced environment.

• Proactive and customer-centric mindset, with a strong ability to anticipate challenges, drive initiatives forward, and engage customers with empathy, patience, and professionalism.

• Experience working in an enterprise software or solutions environment and partnering with sales teams to identify, develop, and close growth opportunities is preferred.

• Highly analytical and data-driven, with a commitment to process excellence and consistent customer engagement practices across an assigned portfolio.

• Collaborative team player with a strong sense of ownership, professionalism, and integrity.

• Fluency in Japanese and business-level English.