Customer Success Manager

Location: Tokyo, Japan

Department: Global Customer Success

Report to: Global Head of Customer Success

About us:

Founded in 2016, ELSA harnesses the power of generative AI to improve English communication skills globally with headquarters in San Francisco and offices in Lisbon, Tokyo, Jakarta, Singapore, Ho Chi Minh, Hanoi, and Sao Paulo. ELSA is at the forefront of AI-driven language learning innovation, transforming how people worldwide enhance their English-speaking skills. Vietnam. With over 50 million users and 1 billion hours of anonymized English audio data, ELSAs depth of data and ability to improve English communication skills is unmatched. ELSAs hyper-personalized learning paths adapt to users goals and interests, making learning engaging and effective. Business learners have industry and role-based learning, enabling them to improve their English daily at work. ELSA is backed by leading investors including Gradient Ventures - Googles A.I. fund, Monk's Hill Ventures and Global Ventures. ELSAs vision is to transform lives and organizations through effective spoken English.

About this role:

• You possess a deep-seated commitment to partnering with customers, going beyond mere retention efforts to ensure their sustained satisfaction. Your comprehension extends to the intricacies of catering to large and medium-sized enterprises, adeptly managing diverse stakeholder layers within complex organizational frameworks, and aligning with their business goals. Additionally, you exhibit adaptability and ingenuity in implementing both personalized and broad-reaching strategies (e.g., webinars, and lifecycle email campaigns) to drive engagement and cater to customer needs. With a penchant for data-driven solutions, you naturally gravitate towards establishing scalable and streamlined processes.
• Your role will involve developing expertise in understanding the unique needs and preferences of various market segments, allowing you to effectively tailor strategies and solutions to meet diverse customer demands, disseminating your insights across various departments such as Sales, Marketing, Product, and the broader Customer Success team.
• You will report to the Global Head of Customer Success.

Your responsibilities:

• Take proactive ownership and oversee the success of a designated portfolio of ELSA customers, primarily but not exclusively situated in Japan.
• Craft personalized success plans for each client aimed at fostering ELSA product adoption, expansion, and loyalty within the portfolio.
• Collaborate closely with the Sales team to devise tailored account strategies for individual customers, aimed at achieving retention and upselling objectives.
• Lead the onboarding and implementation process for new clients, establishing expertise in ELSA products.
• Forge and sustain trusted advisor relationships at the executive level, providing consultancy on clients' internal learning and development strategies.
• Engage with internal stakeholders, including renewals managers for retention, sales for upselling, and marketing for customer events, to drive collaborative success.
• Take charge of developing internal and customer-facing processes, initiatives, and materials to enhance the effectiveness and efficiency of the Customer Success department.

Required qualifications:

• Proficiency in English (B2 level) with the ability to use it in business.
• Possess over three years of experience in B2B customer success, account management, consulting, or sales, with a preference for SaaS exposure.
• Demonstrate a strong inclination towards continuous learning and possess a curious, lifelong learning mindset.
• Have prior experience collaborating with intricate organizational structures.
• Be capable of cultivating and maintaining trustworthy relationships with key decision-makers.
• Understand how to team with Sales to drive retention and upsells.
• Exhibit exceptional verbal and written communication abilities.
• Demonstrate adeptness in project management and time management.
• Display a passion for teamwork and a dedication to contributing to the development of a top-tier, enterprise-level global customer experience.
• We acknowledge that not everyone may fulfill all the listed criteria. Nevertheless, we recognize the value that diverse backgrounds and experiences can bring to our organization. If you believe your unique background could contribute positively to our company, we encourage you to apply, as we welcome applicants from all backgrounds.

Why you'll love working here:

• Competitive compensation with hot bonus.
• Hybrid working.
• ELSA Training and ELSA Pro Accounts.
• Fun energetic team; international and collaborative culture.
• Experience the true spirit of a fast growing and well funded Silicon Valley startup.