Customer Success Manager — Japanese & Korean Speaking
New
D
DropboxB2B SaaS
Remote - JapanFull-TimeManager
Salary not disclosed
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Job Details
- Languages
- Fluent spoken and written Japanese, including business communication. Business-level Korean and English.
- Experience
- 4+ years of experience in B2B SaaS Customer Success, Account Management, Solutions Consulting, Professional Services, or a comparable customer-facing role
- Required Skills
- Stakeholder managementCustomer SuccessAccount Management
Requirements
- Have 4+ years of experience in B2B SaaS Customer Success, Account Management, Solutions Consulting, Professional Services, or a comparable customer-facing role.
- Bring experience driving product adoption and business value, managing customer relationships, and engaging technical stakeholders.
- Demonstrate business and commercial acumen and willingness to develop skills to own assigned customer renewals from 2027.
- Be able to plan renewals, participate in commercial discussions, and coordinate with Sales and relevant teams to support retention and growth.
- Have technical aptitude and curiosity, and be able to learn SaaS products, customer environments, configurations, and workflows.
- Be comfortable engaging IT administrators, investigating unfamiliar technical questions, and translating product capabilities into practical guidance.
- Build relationships with technical administrators and executive stakeholders and manage a portfolio across Japan and Korea.
- Use customer insights, usage data, and business context to assess customer health, identify renewal risks, prioritize actions, and recommend solutions.
- Work independently, navigate ambiguity, and collaborate with Sales, Product, Support, Legal, Finance, and other teams.
- Have a bachelor's degree or equivalent practical experience.
- Be fluent in spoken and written Japanese, including business communication, and have business-level Korean and English.
- Be willing to travel for customer visits in Japan and Korea and internationally for company offsites and sales kickoffs.
Responsibilities
- Build relationships across customer organizations and serve as a trusted advisor to executive sponsors, business leaders, technical administrators, and other stakeholders.
- Own customer strategy across an assigned portfolio and drive adoption, value realization, stakeholder engagement, retention, and growth.
- Engage IT administrators on Dropbox product capabilities, security, configuration, integrations, governance, and customer workflows.
- Translate customers’ technical environments and business requirements into use cases, recommendations, and actionable feedback for internal teams.
- Lead product education, use-case development, Success Business Reviews, and value-based renewal discussions.
- Partner with Sales and cross-functional teams to develop account strategies, remove blockers, mitigate renewal risks, and identify expansion opportunities.
- Use customer feedback, product usage, business context, and stakeholder engagement to prioritize actions and represent the voice of the customer.
- Contribute to repeatable playbooks and best practices.
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