Customer Success Manager - Bilingual (Japanese) Job at Staffbase (Sydney)

Job Description

Staffbase is looking for a commercially minded Customer Success Manager that is bilingual in Japanese to own and grow a portfolio of enterprise and corporate customers across APAC. This role is accountable for customer retention and renewals, while working in close partnership with Sales to drive account expansion and long-term value creation. You will operate as a trusted advisor to senior executives and platform users, deeply understand the Staffbase platform, and proactively align our capabilities to customer business priorities to maximise ROI and net revenue retention.

Job Responsibility

Own customer renewals and retention for a defined portfolio of corporate and enterprise customers across APAC
Proactively manage renewal risk, identifying early warning signals and executing mitigation plans
Work in close partnership with Account Executives to drive account expansion by proactively identifying, shaping, and influencing upsell and cross-sell opportunities through strategic alignment of Staffbase capabilities to customer business priorities and executive initiatives
Identify expansion opportunities through usage data, maturity assessments, and evolving customer objectives
Support deal strategy, value positioning, and executive alignment for expansion motions while maintaining clear role boundaries with Sales
Build and maintain strong, trusted relationships with senior and executive stakeholders (C-suite, CHRO, CIO, Heads of Internal Comms, etc.)
Lead Executive Business Reviews (EBRs) that focus on outcomes, ROI, adoption maturity, and future-state planning
Position Staffbase as a strategic, long-term partner, not just a technology vendor
Co-create and own Joint Success Plans aligned to customer business outcomes, transformation initiatives, and measurable KPIs
Track, measure, and articulate customer value, ensuring executives clearly understand the impact of Staffbase
Translate customer strategy into clear adoption, enablement, and growth plans
Maintain deep knowledge of the Staffbase platform, features, and roadmap
Translate product usage data into actionable, commercial, and strategic recommendations
Advise customers on new features and relevant use cases that drive additional value and expansion
Confidently demonstrate and position product capabilities in a value-led, outcome-driven manner

Requirements

Proven experience in Customer Success, Account Management, Consulting, or Strategic Account roles within B2B SaaS
Demonstrated accountability for renewals, retention, or revenue outcomes
Strong executive presence with the ability to influence senior stakeholders
Commercial mindset with the ability to balance customer advocacy and revenue responsibility
High product aptitude and ability to quickly master complex platforms
Strategic thinker who can connect product capabilities to tangible business outcomes
Comfortable operating in a fast-paced, high-growth, cross-functional environment with technology
Proficient in Japanese and English
3+ years working experience in Customer Success, Project Management, or B2B Consulting, engaging with enterprise customers
Experience in SaaS required* Preferably across APAC
Strategic problem-solving skills with the ability to translate business requirements into business value
Strong communication skills including written, analytical, presentation, and verbal with the ability to effectively develop materials that are appropriate to the audience and evangelize key concepts and best practices
Challenger and growth mindset
Team player who has fresh ideas when it comes to user adoption and churn mitigation
Ability to collaborate with teams across the organization while also being able to work independently and as a self-starter
Proactive and driven project leader with experience executing complex solutions

Nice to have

Experience working in Internal Communications is a plus
Familiarity with Salesforce and Gainsight is also a plus

What we offer

Competitive Compensation - we offer attractive salary packages including an Employee Stock Option Plan
Flexibility - we offer flexible working time models and the option of hybrid work, and support this with a yearly flex work allowance of 2400 AUD
Wellbeing - in addition to yearly vacation days of 30 days p.a., we’re running a 4-day work week every year in August with full payment
Support - we’re offering support on private health insurance. Parents can get 12 weeks of paid parental leave
Team Building - Regular team and office events including the yearly Staffbase Camp
Volunteers Day - you’ll get one day off per year for supporting a social project. We will donate a small amount for that project in addition
Employee Referral Program - one of your friends is a fit to one of our full-time openings? Refer them and get a referral bonus paid

Staffbase - All Job Offers

Select Country

Customer Success Manager - Bilingual (Japanese)

Job Description

Job Responsibility

Requirements

Nice to have

What we offer

Looking for more opportunities?

Customer Success Manager - Bilingual (Japanese)

Bilingual Japanese Customer Support Specialist

Coe specialist i - japanese bilingual

Japanese Bilingual Support

Senior Bilingual Product Manager

Director, Business Operations

Growth Marketing Lead

Recruiter

Senior Consultant

Our AI answers in your language