The Customer Success Manager will be based in Tokyo and is responsible for driving engagement of FT digital group subscriptions among customers and prospects. This role focuses on growing B2B corporate subscriptions, demonstrating the value of FT.com to organizations, and collaborating with sales counterparts to expand high-potential accounts.
What You'll Do
- Strategically manage a set of accounts and deliver bespoke action and engagement strategies based on customer and FT business objectives
- Build professional relationships with customer stakeholders and demonstrate an understanding of their organisational goals
- Work with customers to define and agree on expected outcomes for how the FT is used across multiple functions within their organisations. Review with the customer regularly
- Use thorough knowledge of FT.com capabilities to link product features with specific customer outcomes
- Provide technical and product expertise to customers on FT content, tools and delivery solutions
- Deliver successful, high-quality customer journeys for assigned accounts from pre-sales engagement (trials) through to onboarding, fulfilment and renewal
- Strategic management of key customer relationships including sourcing new stakeholders and leveraging existing relationships to deliver both customer and FT outcomes
- Work closely with Customer Relationship Managers in the sales team to agree priorities and deliver a single customer experience
- Collaborate with other FT teams, e.g. product, customer support and editorial, to deliver against customer priorities
- Work with the regional Customer Success, Sales and Marketing teams to share insights, best practice and customer insights to achieve the business goals of the region
- Keep up to date with new product developments and make recommendations to improve internal processes, systems and products
- Report on key performance indicators (KPIs) within your accounts., engagement and customer loyalty (Net Promoter Score)
What We're Looking For
- Prior experience in Customer Success or customer facing roles, e.g. account management, sales, and able to demonstrate a customer centric approach
- Proven ability to build relationships with customers/stakeholders
- Good questioning skills and an enquiring mind
- Comfortable working on multiple accounts/ trials with sales team
- Excellent communication and presentation skills, both written and verbal
- Ability to align product and service features to customer needs/outcomes
- Demonstrates good collaboration with other teams and influencing skills
- Can use data to help prioritise and report progress
- Demonstrates a high level of initiative and self-motivation
- Has to be comfortable working in a fast paced environment
- Comfortable with data and digital technology
- Excellent written and spoken Japanese to a native level
Nice to Have
- Background within a digital subscription, IT services or SaaS business
- Experience with Salesforce.com
- Additional language: good level of English
Technical Stack
- FT.com
- Salesforce.com
Benefits & Compensation
- Generous annual leave
- Medical cover
- Inclusive parental leave packages
- Subsidised gym memberships
- Opportunities to give back to the community
- 50% hybrid working model (averaging two to three days onsite)
- Flexible working pattern requests accommodated where feasible
Work Mode
hybrid work model with location in Tokyo; 50% hybrid working model (averaging two to three days onsite); open to accommodating specific flexible working pattern requests where feasible
We believe in the power of unique perspectives and want all voices in our organisation to be heard, respected and valued. A supportive workplace is one where employees feel they can be themselves and operate to their full potential. We are committed to removing barriers for everyone, with a focus on addressing those faced by underrepresented groups.
