Global Japanese-Speaking CSM | SaaS Adoption & Renewal

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

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.