Customer Success Manager - Japanese Speaking @Forter

Overview

The Customer Success department is crucial to Forter, and the Enterprise Customer Success Manager will play a key role in this team. The position involves building relationships with client executives, solving complex business challenges, and fostering partnerships while developing essential business and technical skills.

Key Responsibilities

• Enable various client stakeholders on Forter’s portal and technology, running ongoing training and enablement.
• Lead high-impact engagements, including monthly and quarterly business reviews, to communicate Forter’s performance and value to client executives.
• Procure advocacy from clients, creating reference calls and case studies to promote Forter.
• Utilize client relationships to generate upsell opportunities in collaboration with the Sales team.
• Own the retention number for the assigned client book and oversee the renewal process for expiring contracts.
• Share key insights about Forter’s products and processes internally with the Product and leadership teams.
• Direct technical inquiries to the Support team while ensuring a positive customer experience.
• Maintain accurate data within internal systems regarding the book of business.

Requirements

• 3-4 years of post-live, client-facing Account Management/Customer Success experience in the Japanese Market.
• Fluency in Japanese and English.
• Experience in leading business reviews with client executives to describe value and ROI.
• Ability to communicate client objectives to internal leadership for strategic account planning.
• Experience collaborating with Product, R&D, and/or operations teams to meet client needs and provide product feedback.
• Experience enabling and training clients on company UX initially and ongoing.
• Background in a SaaS startup environment, preferably in payments, fraud, or finance.
• Able to work in a fast-paced environment and drive initiatives autonomously.

Benefits

• Competitive salary and bonus plan.
• Restricted Stock Units (RSUs).
• Private health insurance, including vision and dental coverage.
• Half-day Fridays, every Friday.

Location

Remote role with a preference for candidates in China.

How to Apply

Interested candidates should apply via Forter’s career page.

Deadline

No specific deadline mentioned.