Customer Success Manager (Japan)

Who We Are

Having surpassed $300M ARR and continuing to grow, Optro helps enterprises transform risk into opportunity through its AI-powered GRC Intelligence Platform. More than 50% of the Fortune 500, including 7 of the Fortune 10, leverage our award-winning technology to move their businesses forward with greater clarity and agility. And our customers love us: Optro is top-rated on G2.com http://G2.com and Gartner Peer Insights.

At Optro, we inspire each other to innovate and are proud of what we are producing. We spend each day thinking of new ways to help our customers and contribute to the greater good of our company and our surrounding communities. We are all about assisting each other and breaking through barriers to create the most loved audit, risk, ESG, and InfoSec platform by our customers. This is how we have become one of the 500 fastest-growing tech companies in North America for the seventh year in a row, as ranked by Deloitte!

WHY THIS ROLE IS EXCITING

As a Customer Success Manager at Optro, you will play a pivotal role in ensuring our clients' success and satisfaction within the APAC region. This is a unique, high-impact opportunity to help build our regional team from the ground up, contributing to the growth of a thriving company and making a real impact in the lives of our clients. You will be the primary point of contact for our customers, working closely with them to understand their needs, maximize the value they receive from our products, and drive long-term relationships.

KEY RESPONSIBILITIES

- Account Management: Develop and maintain strong relationships with key customer stakeholders in the APAC region, creating strategic plans that align with their business objectives to drive mutual success and growth.

- Cross-Functional Collaboration: Partner closely with new on-site Sales and Partner teams to ensure seamless customer transitions and regional ecosystem growth.

- Product Expertise: Stay abreast of all product updates and features, providing regional customers with insights on how to leverage our solutions to meet their unique local regulatory and business needs.

- Training & Education: Conduct "one-to-many" sessions, including webinars and community content, to empower a diverse user base to maximize the value of Optro.

- Retention & Expansion: Identify and execute opportunities for account expansion through upselling or cross-selling, while developing strategies to minimize churn and foster long-term loyalty.

- Feedback Advocacy: Gather APAC-specific customer feedback and insights, advocating for these needs within the global organization to drive product improvements.

- Issue Resolution: Proactively identify and address customer challenges, collaborating with internal teams to ensure swift and effective problem resolution across time zones.

ATTRIBUTES OF A SUCCESSFUL CANDIDATE

- Professional Experience: Minimum of 3 years of experience in Customer Success or Account Management within a B2B SaaS environment.

- Industry Knowledge: Proven experience in audit, risk management, compliance (GRC), or management consulting is highly preferred.

- Language & Culture: * Bilingual Fluency: Professional fluency in Japanese and English is preferred to support a diverse regional client base.

- Cultural Intelligence: You understand the importance of building deep, long-term trust and meticulous attention to detail while thriving in the fast-paced, multi-cultural business environment of the region & Optro.

- Self-Sufficiency: As one of the first CSM's in the region, you must be an autonomous worker, able to work independently and proactively with minimal direction while managing ambiguity effectively.

- Executive Interface: Ability to interface with C-level executives to drive program strategy and demonstrate ROI.

- Technical Proficiency: * Familiarity with Customer Success tools like Gainsight, Salesforce, or similar platforms.

- Hands-on experience with GRC platforms is preferred.

- Communication: Exceptional relationship-building and problem-solving skills, with the ability to engage and influence stakeholders at all organizational levels.

POSITION DETAILS

- Location: Japan (Remote/Hybrid).

- Travel: Willingness and ability to travel as needed.

- Schedule: Primarily Singapore Standard Time (SGT), with flexibility for global collaboration.

- Preferred Skills: Japanese Language Working Proficiency

Perks (PEO locations: Poland, Netherlands, Singapore, UAE)

- Launch a career at one of the fastest-growing SaaS companies in North America and EMEA!

- Monthly work from home allowance - varies by location

- Benefits depend on location but include statutory coverage

- Competitive compensation & bonus program

- Annual leave and holidays

- Employee resource groups

- Opportunities for team and company-wide get-togethers!

*perks may vary based on eligibility/location

Our Company Values

- Customer obsession: It starts and ends here. Consistently ask yourself how what you’re doing creates value for our customers. It’s a mindset.

- Gritty resilience: Make it happen. Find a way. Move fast, stay positive, and do what it takes.

- Drive innovation: Create the future. Continuously improve what exists and invent what’s next.

- Win, together: One team. No silos, no egos. Drive to be the best and support each other’s success.

- Growth mindset: 10x, not 10%. Think in orders of magnitude, not increments. Seek feedback, learn, and improve.

Please note that background checks are required. Qualified Applicants with arrest or conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. This role may have access to highly sensitive data, including employee data, customer data, company financials, and proprietary product information.

We love building strong partnerships, but please note that Optro cannot accept unsolicited resumes from agencies. Any submissions without a signed agreement in place will not create a fee obligation.

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