Connecting...
This role sits at the intersection of customers, sales, product, and engineering, ensuring financial-services clients realise measurable outcomes from their software investment in a regulated, enterprise environment.
Key Responsibilities
- Own the post-sales customer relationship for financial-services clients, acting as the primary point of contact for ongoing success and account health
- Develop and execute customer success plans aligned to client business goals, regulatory needs, and usage maturity
- Drive product adoption by delivering onboarding, enablement sessions, training, and best-practice guidance
- Monitor account health metrics, usage data, and KPIs to proactively identify risks and opportunities
- Lead regular customer touchpoints including operational reviews, success check-ins, and executive-level QBRs
- Partner closely with Sales to support renewals, expansions, and upsell opportunities
- Collaborate with Product and Engineering teams to relay customer feedback and influence roadmap priorities
- Coordinate issue resolution and escalations, ensuring clear communication and timely outcomes
- Support customers operating in regulated environments, ensuring alignment with security, compliance, and audit expectations
- 5–10+ years of experience in Customer Success, Account Management, or Client Services within financial services, fintech, or enterprise software
- Strong understanding of financial-services clients (banks, capital markets, asset managers) and their operational or technology environments
- Proven ability to manage senior stakeholders and build trusted, long-term client relationships
- Experience driving adoption, renewals, and customer retention in a B2B SaaS or enterprise software context
- Strong cross-functional collaboration skills across Sales, Product, Engineering, and Support
- Excellent communication and presentation skills
- Business-level Japanese and fluent English required (for Japan-based roles)
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