Customer Success Manager (Japanese Speaking) - JL

Pasona Singapore Pte. Ltd.; Singapore; On-site; SGD 74,000 - 89,000; Full time

Job summary

Pasona Singapore Pte. Ltd. is seeking a Customer Success Manager to own the full customer lifecycle for a global SaaS portfolio. You will onboard, adopt, expand, and renew, partnering with regional stakeholders to deliver measurable business outcomes.

You will manage onboarding initiatives, build trusted advisor relationships, monitor health metrics, conduct business reviews, identify expansion opportunities, and drive renewals while ensuring high retention and customer satisfaction.

Qualifications

• Minimum 3 years of experience in B2B consulting, customer success, or account management.
• Able to communicate in Japanese with Japanese-speaking customers and colleagues in HQ.
• Post-sales experience in IT or SaaS industry.
• Experience managing global or multi-regional accounts.
• Experience in cloud/SaaS companies.
• Familiarity with Salesforce, Gainsight, or similar customer management systems.
• Strong cross-cultural communication and ability to work across time zones.

Responsibilities

• Manage end-to-end lifecycle for Global accounts from onboarding to renewal.
• Lead onboarding initiatives with clear success criteria and timelines.
• Build relationships across regions and time zones.
• Act as trusted advisor to drive business value.
• Monitor health and usage, identify risks and opportunities.
• Conduct business reviews to align objectives and drive improvement.
• Identify expansion opportunities with Sales and other account managers.
• Own renewal planning and execution to maintain retention.
• Collect feedback to improve product and service delivery.
• Support case studies and share best practices.

Skills

B2B consulting

Customer success

Account management

Japanese communication

SaaS

Global accounts

Time zone coordination

Tools

Salesforce

Gainsight

Job description

• Salary: Up to $7,300 (Depending on experiences)
• Full Customer Lifecycle | SaaS

Job Description:

About the Role:

This role owns the full customer lifecycle — from onboarding through adoption, expansion, and renewal. You will work with a diverse, international customer base and partner closely with stakeholders across regions to ensure they achieve meaningful business outcomes with The Company.

Key Responsibilities:

• Manage the end-to-end customer lifecycle for Global accounts, including onboarding, adoption, growth, and renewal (including churn prevention).
• Lead onboarding initiatives to ensure customers are set up effectively with clear success criteria and timelines.
• Build and maintain strong relationships with stakeholders across different regions and time zones.
• Act as a trusted advisor, guiding customers on best practices and helping them realize measurable business value.
• Monitor customer health and usage trends, proactively identifying risks and opportunities.
• Conduct regular business reviews to align on objectives, share insights, and drive continuous improvement.
• Identify expansion opportunities within accounts and collaborate with Sales and other Account Managers.
• Own renewal planning and execution to maintain strong retention rates.
• Collect customer feedback and provide structured insights to internal teams to improve product and service delivery.
• Support the development of case studies and share best practices to strengthen overall customer success efforts.

Job Requirements:

【Required skills and experience 】

• Minimum 3 years of experience in B2B consulting, customer success, account management, and/or related roles.
• Able to communicate in Japanese speaking with Japanese-speaking customers and colleagues in Japan HQ.
• Post-sales experience in IT or SaaS industry.
• Experience working with corporate clients, ideally in solution-based environments.
• Experience managing global or multi-regional accounts.
• Experience in cloud and/or SaaS companies.
• IT consulting experience, especially with enterprise customers.
• Familiarity with tools such as Salesforce, Gainsight, and/or similar customer management systems.
• Strong communication skills with the ability to engage stakeholders across different cultures and regions.
• Comfortable working across time zones to support global customers.