Japanese-speaking Enterprise CSM - Growth & Retention

Forter; Singapore; Hybrid; SGD 120,000 - 180,000; Full time

Benefits offered by this job

Private health insurance

Vision and dental coverage

Half day Fridays

Restricted Stock Units (RSU's)

Competitive salary and bonus plan

Job summary

Forter is seeking an Enterprise Customer Success Manager who speaks Japanese to drive value for client executives and protect renewals. You will train stakeholders on Forter’s portal, lead quarterly business reviews, and develop strategic plans with internal teams to address client needs.

The role emphasizes upselling, advocacy, and data-driven collaboration across product and operations. You will own retention and orchestrate renewal activity while ensuring a positive customer experience and

Qualifications

• 3-4 years of post-live, client-facing Account Management / Customer Success experience in the Japanese Market.
• Fluent Japanese and English language skills.
• Experience leading monthly and quarterly business reviews with client executives where you described the value and ROI of your company's solution.
• Experience communicating client business objectives or issues to your internal leadership in order to form a strategic account plan.
• Experience collaborating with your internal Product, R&D, and/or operations team to understand client needs and communicate product feedback.
• Experience enabling and training your clients on how to use your company's UX both initially and on an ongoing basis.
• Experience in a SaaS startup environment, and in either the payments, fraud, or finance industry is a bonus.
• Ability to work in fast paced environment, be trusted to drive initiatives autonomously and gain buy in from a wide collection of stakeholders.
• Ability to break down ambiguous and nuanced problems into concrete, manageable components and think through optimal solutions.
• Openness to being hands on. Not afraid to roll your sleeves up and get in the weeds while solving complex operational problems.
• Competitive salary and bonus plan
• Restricted Stock Units (RSU's)
• Private health insurance, including vision and dental coverage
• Half day Fridays, every Friday

Responsibilities

• Enable a variety of client stakeholders on Forter's portal and technology close to the account going live. Run ongoing training and enablement for clients as well
• Quarterback high impact engagements, particularly monthly and quarterly business reviews to communicate Forter's performance and value to client executives
• Procure advocacy from your clients in the form of reference calls, case studies, etc. that act as sales accelerators and turn our partners into active promoters
• Leverage your client relationships and knowledge of Forter's solution to generate upsell opportunities that you will collaborate with the Sales team on
• Own the retention number for your book of business and oversee the renewal process for expiring client contracts
• Share key insights about Forter's product and processes internally with our Product and leadership teams to help point the company roadmap in the right direction
• Direct client technical inquiries or troubleshooting questions to our Support team and help that team where necessary to ensure a positive customer experience
• Maintain clean data within our internal systems to ensure that both you and Forter's leadership team have the most accurate info possible about the book of business

Skills

Japanese fluency

English fluency

Job description

Forter is seeking an Enterprise Customer Success Manager who speaks Japanese to drive value for client executives and protect renewals. You will train stakeholders on Forter’s portal, lead quarterly business reviews, and develop strategic plans with internal teams to address client needs.

The role emphasizes upselling, advocacy, and data-driven collaboration across product and operations. You will own retention and orchestrate renewal activity while ensuring a positive customer experience and