Customer Success Architect enhancing customer and partner success through collaboration and strategic guidance in SaaS context. Defining business outcomes and optimizing onboarding processes.
About the role
- Client Success Manager responsible for driving client satisfaction in investment banking. Collaborating with internal teams to enhance client adoption, retention, and success.
Responsibilities
- Own and nurture strong relationships across a book of strategic and mid-market investment banking clients in Japan.
- Serve as the primary point of contact, engaging with both senior executives and day-to-day users across business, operations, and technology teams
- Act as a trusted advisor to stakeholders at all levels, leveraging a consultative approach to drive adoption, deliver measurable results, and maximize value for our clients
- Collaborate closely with Support, Product and other internal teams to ensure timely resolution of client issues
- Act as the client’s advocate by managing requests, escalating challenges, and championing their priorities across the organization
- Proactively identify and mitigate churn risks, driving strong retention by reinforcing value and alignment with clients’ business objectives
- Partner with Account Managers on strategic accounts to support upsell and cross-sell opportunities
- Drive organic expansion by uncovering new use cases, increasing adoption, and broadening platform engagement across owned accounts
- Partner closely with Sales, Account Management, Product, and other internal teams to deliver a cohesive, seamless client experience
- Share client insights and feedback internally to inform product roadmap and support strategic prioritization
Requirements
- 5-7+ years of experience in customer success, relationship management or account management roles, preferably within SaaS.
- Proven track record managing enterprise relationships in financial services, specifically investment banking, capital markets, or institutional research.
- Commercially minded, with demonstrated success in increasing client value, supporting growth initiatives and strengthening long term relationships
- Aptitude for navigating complex enterprise platforms
- Ability to develop deep product expertise and translate technical concepts for diverse audiences
- Experienced in leveraging data to drive retention, adoption and proactive engagement
- Strong communication, problem solving, and executive presence
- Efficiency in both Japanese and English language (written and spoken)
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