optro - Customer Success Manager

• Account Management: Develop and maintain strong relationships with key customer stakeholders in the APAC region, creating strategic plans that align with their business objectives to drive mutual success and growth. • Cross-Functional Collaboration: Partner closely with new on-site Sales and Partner teams to ensure seamless customer transitions and regional ecosystem growth. • Product Expertise: Stay abreast of all product updates and features, providing regional customers with insights on how to leverage our solutions to meet their unique local regulatory and business needs. • Training & Education: Conduct "one-to-many" sessions, including webinars and community content, to empower a diverse user base to maximize the value of Optro. • Retention & Expansion: Identify and execute opportunities for account expansion through upselling or cross-selling, while developing strategies to minimize churn and foster long-term loyalty. • Feedback Advocacy: Gather APAC-specific customer feedback and insights, advocating for these needs within the global organization to drive product improvements. • Issue Resolution: Proactively identify and address customer challenges, collaborating with internal teams to ensure swift and effective problem resolution across time zones. • ATTRIBUTES OF A SUCCESSFUL CANDIDATE • Professional Experience: Minimum of 3 years of experience in Customer Success or Account Management within a B2B SaaS environment. • Industry Knowledge: Proven experience in audit, risk management, compliance (GRC), or management consulting is highly preferred. • Language & Culture: * Bilingual Fluency: Professional fluency in Japanese and English is preferred to support a diverse regional client base. • Cultural Intelligence: You understand the importance of building deep, long-term trust and meticulous attention to detail while thriving in the fast-paced, multi-cultural business environment of the region & Optro. • Self-Sufficiency: As the sole CSM in the region, you must be an autonomous worker, able to work independently and proactively with minimal direction while managing ambiguity effectively. • Executive Interface: Ability to interface with C-level executives to drive program strategy and demonstrate ROI. • Technical Proficiency: * Familiarity with Customer Success tools like Gainsight, Salesforce, or similar platforms. • Hands-on experience with GRC platforms is preferred. • Communication: Exceptional relationship-building and problem-solving skills, with the ability to engage and influence stakeholders at all organizational levels.