The JAPAC Customer Success Team (or JACST, our team based approach to servicing customers in JAPAC) are searching for the next Customer Success Manager to join our team.
CST is a critical function of the Customer Success business that is instrumental in helping millions of customers grow better. This team services thousands of customers in a lightweight, scalable way that delivers value to customers when they need it most using a variety of communication methods from touchless automation to 1:1 consulting calls. Our customer base is made up of a wide range of customer types from small medium business to high growth startups.
The newest member of our team will be responsible for working in a team-based model to drive an exceptional experience and sustained value for HubSpot Japan customers through building trust and consulting on the HubSpot software. The outcome is increased value, satisfaction, and renewal of the customer.
In this role, you'll get to:
- Work with a large, varied group of HubSpot customers in Japan to ensure their success on the HubSpot tools
- Become an expert in Inbound sales and marketing. Serve as a highly knowledgeable point of contact for HubSpot’s suite of products and the inbound marketing methodology
- Provide a world class service experience to HubSpot customers through timely and succinct communication via phone and email
- Independently and successfully manage a high volume of task execution, resolve customer challenges and escalations.
- Coach HubSpot customers on HubSpot products, through online presentations and demonstrations to drive product adoption and account retention.
- Collaborate with global stakeholders to deliver scaled programs to drive tool usage and retention. This includes creating assets, translating and reviewing customer communications in Japanese to ensure a seamless customer experience.
- Help surface good fit leads to sales by driving value in every conversation.
- Learn and grow with other Customer Success Managers in the team who serve customers in various markets.
We are looking for people who:
- Are passionate about customer success and experience
- Solve problems with curiosity, creativity and a logical mindset
- Embrace challenges and change and thrive in a fast-paced environment
- Can work with customers to handle tough conversations and help them overcome challenges
- Can manage multiple projects while maintaining strict attention to detail
- Contribute to a positive team environment by investing in relationships with customers and colleagues
- Have an aptitude for learning software and has strong organization skills
- Have prior experience in a client facing or account management role
- Have a growth mindset and proactively seeks feedback in order to improve their craft as a CSM
- Have Good proficiency in English and Business proficiency in Japanese
