Customer Success Manager

About the role

Nexthink is looking for a Customer Success Manager to join their growing team in Tokyo. This full-time position centers on guiding clients through their journey with Nexthink's digital employee experience platform, ensuring that customers achieve meaningful and lasting outcomes. The manager will act as a trusted advisor and primary point of contact for assigned accounts, working closely with stakeholders across client organizations to understand their goals and challenges. Strong communication and relationship-building skills are essential, as this role involves regular interaction with both technical and executive contacts at customer sites.

Key facts

What you'll do

• Guide assigned customers through the complete onboarding process and support ongoing product adoption across their organization
• Serve as the main point of contact for client accounts while coordinating with internal cross-functional teams
• Monitor customer health metrics and usage patterns to identify opportunities for expanding product adoption and value
• Conduct regular business reviews to track progress against agreed-upon goals, milestones, and success criteria with clients
• Collaborate with product and engineering teams to relay customer feedback, feature requests, and emerging market needs
• Develop tailored success plans that align with each client's unique business objectives and desired outcomes
• Identify potential renewal risks early and work with the account team to address customer concerns proactively
• Create comprehensive documentation and training materials to support customer self-sufficiency and long-term product mastery
• Coordinate with sales teams during contract renewals, upsell opportunities, and expansion discussions with existing accounts
• Track and report on customer satisfaction scores, adoption rates, and key performance indicators for management
• Work with customers to define success criteria and establish measurable goals that demonstrate the value of the platform

Requirements

• Demonstrated experience in customer-facing roles with a strong focus on relationship management and client retention
• Strong written and verbal communication skills in both English and Japanese are required for this role
• Ability to manage multiple client accounts simultaneously while maintaining attention to detail and organizational standards
• Bachelor's degree or equivalent practical experience in a relevant field such as business or technology
• Comfort with working in a fast-paced environment and adapting quickly to changing priorities and demands
• Experience using CRM platforms to systematically track customer interactions, outcomes, and pipeline activities over time
• Willingness to travel occasionally for on-site client meetings, training sessions, and industry events when needed
• Analytical mindset with the ability to interpret data, identify trends, and derive actionable recommendations
• Proven ability to build trust and credibility with stakeholders at various levels within customer organizations

Nice to have

• Prior experience working with enterprise software or IT management platforms specifically within the Japanese market
• Familiarity with digital employee experience tools and workplace productivity solutions used in modern enterprise environments
• Background in consultative sales or pre-sales support within a B2B technology company serving large organizations
• Knowledge of Japanese business customs and professional etiquette in corporate settings, including formal meeting protocols
• Experience with customer onboarding programs and the ability to create structured adoption plans for new accounts

Skills & tools

• Customer relationship management platforms such as Salesforce, HubSpot, or similar enterprise-grade systems
• Data analysis and reporting tools used for tracking customer health scores and engagement trends
• Presentation and collaboration software including PowerPoint, Google Workspace, and shared document management platforms
• Project management applications for organizing account plans, timelines, and follow-up activities across teams
• Communication tools for video conferencing, instant messaging, and email coordination with distributed teams
• Survey and feedback collection platforms designed to measure customer satisfaction and gather structured insights

Practical notes

• This role is based in the Tokyo office and requires regular on-site presence during standard business hours each week
• The hiring process typically includes multiple interview rounds with members of the customer success team and senior leadership at Nexthink
• Candidates should be prepared to discuss specific examples of past client success stories and the measurable outcomes they delivered
• Nexthink provides a collaborative work environment with opportunities for professional development, ongoing training, and long-term career advancement within the company
• Applicants are encouraged to submit a resume and a brief summary of their most relevant customer success experience