Customer Success Manager - Japan
New
A
AlpacaFintech / Brokerage
Remote- APAC (Japan)Full-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Native-level Japanese and business-level English
- Experience
- 4–6 years of experience
- Required Skills
- RESTful APIsCustomer SuccessSaaSAccount Management
Requirements
- Native-level Japanese and business-level English.
- 4–6 years of experience in customer success, account management, or client coverage.
- Experience serving enterprise financial institutions in the Japanese financial industry (brokerage, asset management, banking, securities).
- Understanding of trading workflows and products such as US equities and options.
- Familiarity with SaaS, APIs, and technology-driven financial services.
- Self-motivated, adaptable, and able to thrive in a fast-paced remote environment.
- Collaborative, partner-first mindset with a strong sense of ownership.
- Willingness to learn and contribute across business needs.
Responsibilities
- Act as the primary contact for B2B/enterprise customers in Japan, accountable for healthy, ongoing relationships with key stakeholders throughout customer lifecycle.
- Ensure customer satisfaction, retention, and success across a portfolio that includes both fintech and enterprise financial services clients.
- Develop and execute customer success strategies by building strong customer relationships, aligning on business goals, forecasting growth, proactively mitigating risks, and sharing best practices.
- Drive adoption of Alpaca features among Live Partners.
- Manage escalations internally and externally with a focus on customer empathy and clear communication in Japanese and English.
- Partner cross-functionally to influence product and operational priorities based on account health and feedback.
- Support pre-sales conversations with prospective enterprise and fintech clients in Japan.
- Assist customers during the API integration phase by coordinating with solutions and engineering teams.
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