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.What you’ll be doingOwn customer renewals and retention for a defined portfolio of corporate and enterprise customers across APACProactively manage renewal risk, identifying early warning signals and executing mitigation plansWork 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 initiativesIdentify expansion opportunities through usage data, maturity assessments, and evolving customer objectivesSupport deal strategy, value positioning, and executive alignment for expansion motions while maintaining clear role boundaries with SalesBuild 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 vendorCo-create and own Joint Success Plans aligned to customer business outcomes, transformation initiatives, and measurable KPIsTrack, measure, and articulate customer value, ensuring executives clearly understand the impact of StaffbaseTranslate customer strategy into clear adoption, enablement, and growth plansMaintain deep knowledge of the Staffbase platform, features, and roadmapTranslate product usage data into actionable, commercial, and strategic recommendationsAdvise customers on new features and relevant use cases that drive additional value and expansionConfidently demonstrate and position product capabilities in a value-led, outcome-driven mannerWhat we’re looking forProven experience in Customer Success, Account Management, Consulting, or Strategic Account roles within B2B SaaSDemonstrated accountability for renewals, retention, or revenue outcomesStrong executive presence with the ability to influence senior stakeholdersCommercial mindset with the ability to balance customer advocacy and revenue responsibilityHigh product aptitude and ability to quickly master complex platformsStrategic thinker who can connect product capabilities to tangible business outcomesComfortable operating in a fast-paced, high-growth, cross-functional environment with technologyProficient in Japanese and EnglishWhat you'll need to be successful:3+ years working experience in Customer Success, Project Management, or B2B Consulting, engaging with enterprise customersExperience in SaaS required* Preferably across APACStrategic problem-solving skills with the ability to translate business requirements into business valueStrong 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 practicesChallenger and growth mindsetTeam player who has fresh ideas when it comes to user adoption and churn mitigationAbility to collaborate with teams across the organization while also being able to work independently and as a self-starterProactive and driven project leader with experience executing complex solutionsExperience working in Internal Communications is a plusFamiliarity with Salesforce and Gainsight is also a plusWhat you'll getCompetitive Compensation - we offer attractive salary packages including an Employee Stock Option PlanFlexibility - we offer flexible working time models and the option of hybrid work, and support this with a yearly flex work allowance of 2400 AUDWellbeing - 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 paymentSupport - 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 CampVolunteers Day - you’ll get one day off per year for supporting a social project. We will donate a small amount for that project in additionEmployee Referral Program - one of your friends is a fit to one of our full-time openings? Refer them and get a referral bonus paidPlease note: this role is open for candidates who currently hold authorisation/right to work for any employer in Australia. We are unable to offer sponsorship for this position. #J-18808-Ljbffr