Customer Success Manager |

Tokyo - Japan

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Customer Success Manager
カスタマーサクセスマネージャー

This role focuses on onboarding enablement and proactive customer care for contracted clients of our legal products: the comprehensive online legal databases Westlaw (Japanese and common law) the global legal know-how database Practical Law and the generative AI legal assistant CoCounsel. You will provide ongoing support through renewal driving adoption and value realization. Your mandate is to execute customer success activities grounded in close client communication with the goals of maximizing Customer Lifetime Value (LTV) among existing clients and minimizing attrition.

You will also build and maintain strong relationships with key customers to enhance satisfaction and create upsell and cross-sell opportunities. Partner closely with the Sales Marketing and Proposition teams to develop and execute strategies that maximize Net Revenue Retention (NRR). Your primary focus will be on the corporate segment covering both Enterprise and SMB accounts.

本職務は当社の法務関連製品をご契約いただいている顧客に対するオンボーディング活用支援そして積極的なカスタマーケアに重点を置いています対象製品には日本法およびコモンローを網羅したオンライン法情報データベースウエストローグローバルな法務ノウハウデータベースプラクティカルローそして生成AIによる法務アシスタントコカウンセルが含まれます契約更新を通じて継続的なサポートを提供し製品の活用促進と価値の最大化を図ります顧客との密接なコミュニケーションを基盤としたカスタマーサクセス活動を実行し既存顧客の顧客生涯価値LTVの最大化と離脱率の最小化を目指します

また主要顧客との強固な関係を構築維持し満足度の向上とアップセルクロスセルの機会創出に貢献します営業マーケティングプロポジションチームと緊密に連携し純収益維持率NRRの最大化を目指した戦略の策定実行を行います主な対象は法人セグメントであり大企業および中小企業アカウントの両方を担当します

About the Role

In this opportunity as a Customer Success Manager you will:

Deeply engage with client organizations expand relationships and engagement and drive contract renewals.
Identify and create upsell and cross-sell opportunities to maximize revenue.
Provide the sales team with insights on customer status and trends observed from usage analytics to strategically advance upselling and cross-selling.
Negotiate price increases with clients at the time of renewal.
Execute CX programs such as onboarding user training and consulting for clients and develop supporting materials.
Develop and execute plans to drive adoption and customer retention. Implement improvement actions based on NPS results.
Plan events and webinars for existing clients.
Respond to inquiries from existing clients
Prepare renewal-related documents including quotes and order forms
Manage accounts and personal tasks using .
Targets:Achieve Net Revenue Retention (NRR) targets retention targets upsell and cross-sell lead generation; Achieve targets price increase rate at renewal Improve NPS (Net Promoter Score)

職務について

カスタマーサクセスマネージャーとしての本ポジションでは以下の業務を担当していただきます

クライアント企業と深く関わり関係性とエンゲージメントを拡大し契約更新を推進する
アップセルおよびクロスセルの機会を特定創出し収益の最大化を図る
利用状況の分析から得られる顧客のステータスや傾向に関するインサイトを営業チームに提供し戦略的なアップセルクロスセルを支援する
契約更新時に顧客との価格改定交渉を行う
オンボーディングユーザートレーニングコンサルティングなどのCXプログラムを実行し関連資料を作成する
製品の利用促進と顧客維持を目的とした計画を策定実行しNPSネットプロモータースコア結果に基づく改善施策を実施する
既存顧客向けのイベントやウェビナーを企画運営する
既存顧客からの問い合わせに対応する
見積書や注文書など契約更新に関連する書類を作成する
を活用してアカウントおよび個人業務を管理する

目標指標純収益維持率NRR目標の達成顧客維持率の向上アップセルクロスセルのリード創出契約更新時の価格改定率の目標達成NPSネットプロモータースコアの改善

About You

You are a good fit for the role if you have:

Dedication to the legal profession and a strong willingness to build effective business relationships
Excellent communication skills to convey product and service strengths and the benefits clients can gain from them
Ability to articulate how the products can play a key role as appropriate solutions to clients challenges
Technology literacy to engage in conversations about generative AI and legal tech
Strong determination to achieve goals and the ability to deliver results. Both a self-starter and a team player
Flexible and adaptable mindset and attitude
Ability to manage time effectively and prioritize tasks.
Languages: Japanese: Fluent (able to conduct business discussions with clients and create materials in Japanese) and English: Intermediate to Advanced
3 years of hands-on experience in Customer Success Account Management or Post-Sales (Sales or Inside Sales experience is a plus)
Basic understanding of generative AI and machine learning
Proficiency with PC (Windows) and MS Office products (Teams Excel Word Outlook PowerPoint) Experience using CRM/SFA systems ( experience is a plus)

ご自身について

以下の条件に当てはまる方は本ポジションに適しています

法律業界への強い関心と効果的なビジネス関係を構築する意欲
製品やサービスの強みおよびそれらが顧客にもたらすメリットを的確に伝える優れたコミュニケーション能力
製品が顧客の課題に対する適切なソリューションとしてどのように役立つかを明確に説明できる能力
生成AIやリーガルテックに関する会話に対応できるテクノロジーリテラシー
目標達成への強い意志と成果を出す力自発的に行動できチームでも協力できる方
柔軟で適応力のある思考と姿勢
時間を効果的に管理し業務の優先順位をつけられる能力
言語スキル日本語ビジネスレベルでの会話および資料作成が可能英語中級上級レベル
カスタマーサクセスアカウントマネジメントポストセールスの実務経験3年以上営業またはインサイドセールスの経験があれば尚可
生成AIおよび機械学習に関する基本的な理解
PCWindowsおよびMicrosoft Office製品TeamsExcelWordOutlookPowerPointの操作スキルCRM/SFAシステムの使用経験の経験があれば尚可

#LI-SC1

Whats in it For You

Hybrid Work Model: Weve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities whether caring for family giving back to the community or finding time to refresh and reset. This builds upon our flexible work arrangements including work from anywhere for up to 8 weeks per year empowering employees to achieve a better work-life balance.
Career Development and Growth: By fostering a culture of continuous learning and skill development we prepare our talent to tackle tomorrows challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow lead and thrive in an AI-enabled future.
Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation two company-wide Mental Health Days off access to the Headspace app retirement savings tuition reimbursement employee incentive programs and resources for mental physical and financial wellbeing.
Culture: Globally recognized award-winning reputation for inclusion and belonging flexibility work-life balance and more. We live by our values: Obsess over our Customers Compete to Win Challenge (Y)our Thinking Act Fast / Learn Fast and Stronger Together.
Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental Social and Governance (ESG) initiatives.
Making a Real-World Impact:We are one of the few companies globally that helps its customers pursue justice truth and transparency. Together with the professionals and institutions we serve we help uphold the rule of law turn the wheels of commerce catch bad actors report the facts and provide trusted unbiased information to people all over the world.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal tax accounting compliance government and media. Our products combine highly specialized software and insights to empower professionals with the data intelligence and solutions needed to make informed decisions and to help institutions in their pursuit of justice truth and transparency. Reuters part of Thomson Reuters is a world leading provider of trusted journalism and news.

As a global business we rely on the unique backgrounds perspectives and experiences of all employees to deliver on our business goals. To ensure we can do that we seek talented qualified employees in all our operations around the world regardless of race color sex/gender including pregnancy gender identity and expression national origin religion sexual orientation disability age marital status citizen status veteran status or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.

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Required Experience:

Manager

Customer Success ManagerカスタマーサクセスマネージャーThis role focuses on onboarding enablement and proactive customer care for contracted clients of our legal products: the comprehensive online legal databases Westlaw (Japanese and common law) the global legal know-how database Practical Law and the generative A...