Forter - Japanese Speaking Customer Success Manager (Japan Market)
Requirements
• 3-4 years of post-live, client-facing Account Management / Customer Success experience • Bilingual fluency in English and Japanese for handling Japanese-speaking clients, as many accounts in this book of business are based in Japan • 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 • Digital commerce is built on trust. At every point along the eCommerce journey, businesses must make a critical decision: Can I trust this customer? Answering this simple question accurately and instantly is powerful—it can accelerate revenue growth and strengthen a company’s connection with its customers. How do we do it? Forter was founded on the insight that it's not about what is being purchased, nor where— but who is behind the interaction. • The Forter Decision Engine finds patterns across more than one billion identities in our dataset. We isolate fraudsters and protect customers—ensuring everyone gets the experience they deserve. Given that trust is central to how we operate, Forter is very much driven by a defined set of values. We attract remarkable talent and have retention and engagement levels that are well above benchmarks. We’re meticulous about strengthening our culture as we grow and ensuring this is an environment where people can have outsized impact. • Trust is backed by data – Forter is a recipient of over 10 workplace and innovation awards, including: • Great Place to Work Certification (2021, 2022, 2023, 2024, 2025) • Fortune’s Best Workplaces in NYC (2022, 2023, 2024 and 2025) • Forbes Cloud 100 (2021, 2022, 2023, 2024 and 2025) • #3 on Fast Company’s list of “Most Innovative Finance Companies” (2022) • Anti-Fraud Solution of the Year at the Payments Awards (2024) • SAP Pinnacle Awards “New Partner Application Award” (2023) • Fintech Breakthrough Awards – Best Fraud Prevention Platform (2023) • Life as a Forterian: • We are a team of over 600 Forterians spread across 3 different continents. Since 2013, we've raised $525 million from investors such as Tiger Global, Bessemer, Sequoia Capital, March Capital and Salesforce Ventures. We're on a mission to bring trust to global digital commerce so that companies like Adobe, ASOS, eBay, Instacart, Priceline and Nordstrom can block fraud, drive revenue and improve customer experience.
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 (mostly based in Japan) and oversee the renewal process for expiring client contracts • 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
Benefits
• Competitive salary • Comprehensive and generous health insurance, including vision and dental coverage • Restricted Stock Units (RSUs) • Generous PTO policy • Half day Fridays • Hybrid work:At Forter, we embrace a hybrid work model that blends in-person connection with the flexibility of remote work. Team members based near our key hubs are expected to work from the office at least three days per week. We believe that regular face-to-face collaboration fuels professional development, strengthens our culture, and builds the relationships that help teams thrive. • Hybrid work: • Forter does not accept agency resumes. Please do not forward resumes to Forter (or any related) jobs alias or directly to any Forter employees. Forter will not be responsible for any fees related to unsolicited resumes. • Forter's Applicant Privacy Policy
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