Sr. Customer Success Manager - Japanese Speaking

Fortra is seeking a Sr. Customer Success Manager to work with their largest customers, driving adoption and ensuring retention. The Customer Success Manager will articulate the value of Fortra's solutions to inspire customer adoption, renewal, and expansion. This role involves working with customer contacts up to the CXO level and internal departments to provide a high-touch experience for strategic customers.

Responsibilities include:

• Developing trusted advisor relationships with customer managers and executive sponsors.
• Increasing customer retention and adoption rates through regular check-ins and success plans.
• Serving as the single point of contact for customer questions and issues.
• Coordinating with the Services team to ensure smooth onboarding.
• Articulating business value to drive growth through training and best practices.
• Tracking customer activity to identify and mitigate churn risk.
• Identifying upsell opportunities and passing them to the Sales team.
• Serving as a customer advocate and collecting feedback on product needs.
• Working closely with internal resources to resolve critical customer issues.
• Mentoring and training new hires.
• Leading special projects and performing other duties as assigned.

Requirements:

• Fluency in Japanese and English is required.
• Four-year degree preferred.
• Excellent presentation, written, and oral communication skills.
• Strong interpersonal skills and experience building positive relationships.
• Strong organizational and time management skills.
• Cross-functional leadership and team coordination skills.
• Proven ability to navigate complex customer concerns.
• Creative problem-solving skills.
• Demonstrated negotiation and persuasion skills.
• Willingness to travel on-site for customer visits (up to 25%).
• Fluency in Korean is a plus.

The role offers:

• Opportunity to work with large, strategic customers.
• A chance to drive customer adoption and retention.
• A collaborative and supportive work environment.
• Personal and professional development opportunities.