Customer Success Manager – Japan (Remote/Hybrid)

About the role

As a Customer Success Manager for Optro, you will be the primary point of contact for our APAC customers, ensuring they achieve their business objectives using our AI‑powered GRC Intelligence Platform. This role is based in Japan and offers a remote/hybrid work model, supporting clients across the region.

Key responsibilities

• Develop and maintain strong relationships with key stakeholders, creating strategic plans aligned with their objectives.
• Collaborate with on‑site sales and partner teams to ensure smooth customer transitions and ecosystem growth.
• Provide product expertise, delivering insights on how to leverage new features for local regulatory and business needs.
• Conduct webinars and community sessions to educate a diverse user base.
• Identify upsell and cross‑sell opportunities while implementing churn‑reduction strategies.
• Gather APAC‑specific feedback and advocate for product improvements.
• Proactively resolve customer issues across time zones in partnership with internal teams.

Required profile

• Minimum 3 years of Customer Success or Account Management experience in a B2B SaaS environment.
• Background in audit, risk management, compliance (GRC) or management consulting is highly preferred.
• Bilingual fluency in Japanese and English, with strong cultural intelligence for the APAC market.
• Self‑sufficient, able to work independently and manage ambiguity.
• Proven ability to engage C‑level executives and demonstrate ROI.

Required skills

• Experience with Customer Success platforms such as Gainsight or Salesforce.
• Hands‑on familiarity with GRC platforms.

What we offer

• Competitive salary and bonus program.
• Monthly work‑from‑home allowance (varies by location).
• Statutory benefits and annual leave.
• Employee resource groups and team‑wide events.