Customer Success Manager (Enterprise Accounts)
Role Overview
This role supports large corporate clients in maximizing the value of a SaaS learning platform. The position focuses on strengthening long-term partnerships while contributing to revenue growth through renewals, upselling, and cross-selling. The role combines customer success, strategic consulting, and account management responsibilities.
Key Responsibilities
Customer Success & Value Maximization
Develop a deep understanding of client business models, organizational challenges, and talent development strategies.
Propose and support learning initiatives using the platform (e.g., onboarding programs, sales training, employee development, and leadership training).
Integrate the platform into clients’ internal workflows to increase adoption, satisfaction, and long-term usage.
Account Growth & Retention
Work closely with existing clients to ensure contract renewals and identify opportunities for expansion.
Analyze usage data and potential risks that may affect renewals.
Propose new use cases, additional features, or expansion into other departments to increase platform adoption.
Manage the full renewal and expansion process, including quotation preparation and contract execution.
Data Analysis & Account Planning
Create and implement quarterly and annual account strategies based on platform usage data and client insights.
Identify accounts at risk and intervene early to maintain retention.
Develop strategic approaches to expand high-potential accounts.
Cross-Functional Collaboration
Collect and organize customer feedback and market insights.
Share findings with product development, marketing, and sales teams to improve the platform and service offerings.
Document successful use cases and contribute to internal best practices.
Role Highlights
Strategic Customer Success
This role goes beyond traditional support functions. It directly contributes to business growth by managing key performance indicators such as renewal rates, upselling, and net revenue retention.
Enterprise Consulting Experience
Work closely with executives, HR leaders, and business managers at large organizations to support initiatives related to talent development and organizational transformation.
Product & Organizational Impact
Customer insights gathered in this role help shape product improvements and internal best practices, contributing to the ongoing evolution of the platform and the organization.
Requirements
Education
Bachelor’s degree or higher.
Experience
Approximately 3–5+ years of experience in customer success, account management, or solution sales within a B2B SaaS or software environment.
Experience advising clients on business or organizational challenges.
Preferred Qualifications
Experience working with large enterprise clients.
Background in human resources development, organizational development, corporate training, or HR technology.
Experience managing revenue growth from existing clients (e.g., renewals, upselling, net revenue retention).
Ideal Candidate Profile
Results-oriented: Demonstrates accountability for both customer success and revenue outcomes.
Strong stakeholder management: Able to build trusted relationships with executives and decision-makers while identifying underlying challenges.
Proactive problem solver: Takes initiative and persists in finding solutions in complex situations.
Analytical and curious: Quickly understands product features and client issues, and communicates solutions clearly and logically.
Compensation
Annual salary range: approximately ¥8,000,000 – ¥12,000,000 (incentives not included).
Fixed overtime allowance equivalent to about 30 hours per month included.
Compensation may be reviewed and adjusted during periodic performance evaluations.
Employment Details
Employment type: Full-time
Work schedule: Flexible working hours with core hours during the day
Holidays: Approximately 120 days per year including weekends, national holidays, seasonal holidays, and paid leave.
Benefits
Comprehensive social insurance coverage
Remote work options and side job allowance (with prior approval)
Work equipment provided (laptop, phone, etc.)
Health checkups and transportation allowance
Various internal events, recognition programs, and workplace amenities
Recruitment Process
Resume screening
Online assessment
First interview
Second interview (may include a role-play exercise for sales scenarios)
Final interview
The number and format of interviews may vary.