Senior Customer Success Manager Job at Klaxoon (Tokyo)

Senior Customer Success Manager

Klaxoon

Location:
Japan , Tokyo

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Wrike is looking for an energetic, passionate, customer-orientated and experienced individual to join our team as a Customer Success Manager (CSM). You will be responsible for managing a portfolio of mid-market customers in Japan. In this role, you should have experience understanding customers’ business strategies and leading them to their desired outcomes. You will have a growth mindset who can provide leadership and measurable recommendations to ensure customers take full advantage of the Wrike platform and they receive maximum value.

Job Responsibility:

Build strong customer relationships and act as the Wrike advocate to our customers throughout their Wrike journey
Create, execute, and manage comprehensive engagement and communication strategies that proactively ensure customer ROI and NET MRR growth
Identify other teams within customer organisations who could gain value from Wrike, and collaborate with sales partners in further showcasing the value of Wrike
Partner with customers to establish clear business goals, timelines, priorities, and metrics of success
Serve as the Wrike subject matter expert (SME) in providing guidance and addressing challenges on work management to customers
Work as a respected Coach and Mentor within the Wrike services organisation, leveraging your significant customer management and services experience across various customer org types
Develop a joint success plan with sales partners for your customers
Work with a deployment consultant to understand customer use cases and work processes ensuring they get maximum value from using Wrike to maximise
Conduct Executive Business Reviews (EBRs) to assess progress against goals, opportunities for improvement, and impact of Wrike on team productivity
Monitor your entire book of business and work towards targets, leveraging key account metrics to identify areas of opportunity as well as managing churn avoidance
Maintain and leverage our Customer Success Management platform to maintain detailed customer-centric actions and communication plans

Requirements:

4+ years experience in Customer Success Management or customer-facing role supporting mid-market clients
Experience working with Marketing teams, Professional Services, IT teams, PMO teams
Able to build and maintain strong relationships with a diverse set of clients, including executives
Knowledge and hands-on experience in project management, business process redesign, and change management
Great people skills: genuine, warm, positive, engaging, connects well with people, friendly, empathetic, you show tact and poise under pressure when dealing with difficult interpersonal situations, and possess a high degree of patience
Willing to dive into technical details of a product to understand it thoroughly

Nice to have:

Having a problem-solver mentality, being a critical thinker, and generally curious
A passion for learning and improving every day, motivated to excel
Openness to receiving feedback, being coachable
Being a strong team player
Possessing a self-starter attitude with strong ownership skills, willing to go above and beyond the job description
Being creative and innovative

What we offer:

Life Insurance
Long Term Disability Insurance
EAP
Health Insurance
Corporate Pension Plan
Parental Leave
Volunteer Days
Workers Compensation
Commuter Allowance

Additional Information:

Job Posted:
January 03, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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