カスタマーサクセスマネージャー/ Customer Success Manager

An international content technology company is looking for a Customer Success Manager. The selected candidate will drive adoption, retention, renewals, and upsell opportunities through proactive customer engagement. This is a hybrid setup role.

Responsibilities:

• Engage deeply with client organisations to expand relationships and drive renewals
• Identify and create upsell and cross-sell opportunities
• Provide sales teams with customer insights and usage trends to support upselling and cross-selling
• Negotiate price increases at renewal
• Execute onboarding, user training, consulting, and develop supporting materials
• Develop and implement adoption and retention plans, and execute improvements based on NPS
• Plan events and webinars for existing clients
• Respond to inquiries from existing clients
• Prepare renewal-related documents, including quotes and order forms
• Manage accounts and tasks using Salesforce.com
• Achieve NRR, retention, upsell, cross-sell, and price-increase targets and improve NPS

Requirements:

• More than 3 years of hands-on experience in Customer Success, Account Management, or Post-Sales
• Experience using CRM/SFA systems
• Proficient with PC (Windows) and MS Office Suite
• Possess strong dedication to the legal profession and relationship building
• Technology literacy to discuss generative AI and legal tech
• Fluent level Japanese; intermediate level English

Preferred requirements:

• Experience in Sales or Inside Sales
• Prior Salesforce experience

Benefits:

• Hybrid work model; Flexible work-life balance
• Continuous learning, career development, and skills-first growth programmes
• Competitive benefits including flexible vacation, mental health days, Headspace access, retirement savings, tuition reimbursement, incentive programs, and wellbeing resources
• Inclusive and award-winning work culture
• Social impact programs with paid volunteer days and ESG initiatives
• Opportunity to contribute to global efforts supporting justice, truth, and transparency

About the Company:

This global leader in information, technology, and professional services empowers businesses with trusted data, cutting-edge analytics, and industry-leading software solutions. Renowned for its commitment to innovation and integrity, it offers professionals an opportunity to contribute to impactful work that shapes decision-making across legal, tax, corporate, and media sectors.

Keywords:

カスタマーサクセス, リーガルテック, カスタマーリテンション, リニューアル管理, アップセル, クロスセル, 生成AI, セールスフォース, 法務データベース, 企業法務, 求人, 外資系

Job Ref: PH0CK5