Customer Success Manager Job at Financial Times (Tokyo)

Customer Success Manager

Financial Times

Location:
Japan , Tokyo

Category:
Sales

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

An opportunity to join a rapidly growing business in an exciting industry. Based at the Financial Times in Tokyo, the role will be responsible for driving engagement of FT digital group subscriptions amongst customers and prospects. You will be responsible for growing engagement of readers on B2B corporate subscriptions to demonstrate the value that an FT.com subscription can deliver to the prospective customer's organisation. In addition you will work strategically with your sales counterpart on a small number of accounts to increase engagement and grow low value, high potential customer accounts.

Job Responsibility:

Strategically manage a set of accounts and deliver bespoke action and engagement strategies based on customer and FT business objectives
Build professional relationships with customer stakeholders and demonstrate an understanding of their organisational goals
Work with customers to define and agree on expected outcomes for how the FT is used across multiple functions within their organisations. Review with the customer regularly
Use thorough knowledge of FT.com capabilities to link product features with specific customer outcomes
Provide technical and product expertise to customers on FT content, tools and delivery solutions
Deliver successful, high-quality customer journeys for assigned accounts from pre-sales engagement (trials) through to onboarding, fulfilment and renewal
Strategic management of key customer relationships including sourcing new stakeholders and leveraging existing relationships to deliver both customer and FT outcomes
Work closely with Customer Relationship Managers in the sales team to agree priorities and deliver a single customer experience
Collaborate with other FT teams, e.g. product, customer support and editorial, to deliver against customer priorities
Work with the regional Customer Success, Sales and Marketing teams to share insights, best practice and customer insights to achieve the business goals of the region
Keep up to date with new product developments and make recommendations to improve internal processes, systems and products
Report on key performance indicators (KPIs) within your accounts., engagement and customer loyalty (Net Promoter Score)

Requirements:

Prior experience in Customer Success or customer facing roles, e.g. account management, sales, and able to demonstrate a customer centric approach
Proven ability to build relationships with customers/stakeholders
Good questioning skills and an enquiring mind
Comfortable working on multiple accounts/ trials with sales team
Excellent communication and presentation skills, both written and verbal
Ability to align product and service features to customer needs/outcomes
Demonstrates good collaboration with other teams and influencing skills
Can use data to help prioritise and report progress
Demonstrates a high level of initiative and self-motivation
Has to be comfortable working in a fast paced environment
Comfortable with data and digital technology
Excellent written and spoken Japanese to a native level

Nice to have:

Background within a digital subscription, IT services or SaaS business
Experience with Salesforce.com
Additional language: good level of English

What we offer:

Generous annual leave
Medical cover
Inclusive parental leave packages
Subsidised gym memberships
Opportunities to give back to the community

Additional Information:

Job Posted:
February 18, 2026

Work Type:

Hybrid work

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