Description
We are looking for a Customer Success Manager, Scaled to partner with our growing customer base across Japan to drive adoption, retention, and satisfaction through time-bound engagements and scalable strategies.
This role is based in our Tokyo office with an office-centric hybrid schedule. The standard in-office days are Tuesday, Thursday and one additional day of choice, which may be determined by your team.
Responsibilities:
- Work with Asana customers across industries, functions, and stages of their customer journey in Japan through time-bound 1:1 and scaled engagements.
- Drive customer outcomes and value by consulting on change management, leading design workshops, and delivering strategic business reviews.
- Empower customers to become self-sufficient Asana champions, solving immediate needs while focusing on long-term value realization and retention.
- Co-create strategies and plays with the Scaled CS team to maximize engagement tactics across a broad customer base.
- Partner cross-functionally with Sales and Renewals to flag account risks, provide customer insights, and identify expansion opportunities.
- Liaise with Support and Finance to resolve customer issues efficiently.
- Serve as the voice of Japanese customers cross-functionally, sharing key insights and feedback with Product and business leaders.
Requirements:
- Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making.
- 3+ years of success in an Account Management or Customer Success role.
- Customer-centric approach with a dedication to ensuring customer success and advocating for their needs.
- Strong communicator capable of engaging confidently and concisely with diverse audiences, including cross-functional teams and customer executives, across Asana, email, phone, and in-person settings.
- Self-motivated with a bias for action and the ability to thrive in dynamic, fast-paced environments.
- Process-oriented mindset with strong prioritization skills to support company, team, and customer objectives.
- Native or professional fluency in Japanese, with business-level English proficiency to collaborate effectively with local and global stakeholders.