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Customer Success Manager - Bilingual (Japanese)

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Staffbase

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Location:
Australia , Sydney

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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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

Additional Information:

Job Posted:
February 13, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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