Customer Success Manager

Job Description

Customer Success Manager, Japan | Wix

The Tone:
This is a hybrid role at Wix, located in Tokyo, Japan. Wix provides a powerful platform for users to launch and optimize their web presence. This position is vital for ensuring the long-term success and growth of Wix Enterprise accounts, as well as supporting the expansion of DeviantArt in the Japanese market. The role focuses on building trusted partnerships and driving value for our most important clients.

The TL;DR
• Role: Full Time
• Location: Hybrid – Tokyo, Japan

• Mission: Ensure long-term customer success and growth for Wix Enterprise and DeviantArt accounts.

What You’ll Actually Do
• Partner & Guide: Act as a trusted partner and consultant for a dedicated portfolio of Wix Enterprise (80%) and DeviantArt (20%) accounts, providing expert guidance on launching and optimizing their web presence.
• Review & Align: Conduct regular business reviews to demonstrate the value and impact of our products, ensuring alignment with customer goals and fostering long-term health.
• Onboard & Train: Partner with product teams to develop and deliver tailored onboarding workshops and training sessions based on specific client business requirements.
• Advocate & Shape: Champion the voice of the customer by providing crucial feedback to our product teams, helping to shape the future evolution of our platform.
• Drive Growth: Identify expansion opportunities, facilitate the renewal process, and ensure continuous value throughout the customer lifecycle for clients of all segments.

The Must-Haves
• Background: Senior-level experience in customer success or account management within a SaaS company.
• Experience: 13+ years of experience in customer success or account management roles in a SaaS company.
• Skills:
• Fluent in Japanese and business-level English.
• Ability to present complex ideas in an accessible and engaging way to both internal and external stakeholders, including executive-level conversations with customers.
• Ability to identify customer business objectives and pain points to measure Wix’s financial impact on their business.
• Bonus: Strong interest in art, subculture (manga, anime, game), and fan communities.