Customer Success Manager - Japan

Location: Remote - Japan Work Arrangement: Remote

Hyland is looking for a passionate and customer-focused Customer Success Manager to help new and existing customers derive maximum value from our products and services. In this role, you will own the customer journey post-implementation, maintaining strong customer and partner relationships, ensuring product adoption and stability, reducing risk, and identifying opportunities for customer growth. You will serve as the primary point of contact representing the customer - their advocate, their advisor, and their champion. If you thrive on building meaningful relationships and helping customers succeed, we'd love to hear from you.

Drive retention and growth among assigned customers by understanding their business objectives and helping them maximize the value of their products and solutions using multiple methods of communication, including digital and non-digital techniques.
• Collaborate and consult with customers to understand their business objectives; analyze existing ROI models and present findings to customers aligned to their goals.
• Act as the customer advocate by sharing established best practices that maximize the value of their products and solutions; route inquiries and concerns to appropriate team members; effectively identify and partner with resources across departments based on customer objectives.
• Partner with and support customer executive-level business stakeholders (C-Suite) with their renewal and expansion needs; identify and monitor risk in customers not achieving their stated business objectives and develop a risk mitigation plan.
• Assist as needed in client issue resolution and be accountable for client experience and satisfaction.
• Represent the voice of the customer to inform the company's marketing, sales, and product strategy.

• Bachelor's degree or equivalent experience; experience in a customer advocacy role; experience managing or participating in projects; experience selling or delivering IT products/services.
• Good oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact; good interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of the department.
• Good organizational, multi-tasking, and time management skills; good collaboration skills applied successfully within a team as well as with other areas; able to thrive in a fast-paced, deadline-driven environment.
• Demonstrated ability to influence, motivate, and mobilize team members and business partners; good ability to establish rapport and gain the trust of others; effective at gaining consensus; good ability to handle sensitive information with discretion and tact.
• Self-motivated with the ability to manage projects to completion with oversight; good business and technology acumen; good company software technology knowledge; up to 25% travel time required.

• Ability to use original thinking to translate goals into the implementation of new ideas and design solutions; strong analytical mindset with experience presenting ROI-based insights to business stakeholders.
• Experience engaging with C-Suite and executive-level stakeholders; comfortable navigating complex customer relationships and driving consensus toward mutually beneficial outcomes.
• Familiarity with customer success platforms or CRM tools; experience leveraging data and analytics to track customer health and drive proactive outreach.
• Experience in risk identification and mitigation within a customer success or account management context; demonstrated ability to develop and execute proactive risk mitigation plans.
• Strong knowledge of enterprise technology solutions; experience in the content services or enterprise software space is a plus.

Hyland is the pioneer of the Content Innovation Cloud, delivering ubiquitous enterprise intelligence to organizations with solutions that unlock actionable insights and drive automation. Hyland. All rights reserved.

Trusted by thousands of organizations worldwide, including many of the Fortune 100, Hyland's solutions create the foundation for a connected, agentic enterprise, where teams harness the power of AI to redefine how they operate and engage with those they serve. For additional information on Hyland's platform and services, please visit Hyland.com.

Since 1991, it has been Hyland's mission to help our employees, customers and partners exceed their potential with our industryleading content services platform. Our employees exude a contagious energy and are passionate about what they do - whether it's helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work.

The #HylandLife hashtag encompasses our employeecentric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success.

As we've grown to a company of nearly 4,000 strong, we have the opportunity to make a significant impact on our communities. We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them.

Hyland is an equal opportunity employer. We value diversity and are committed to providing an inclusive workplace for all employees and applicants. Employment decisions are made without regard to any characteristic protected by applicable laws and regulations. Information collected during the hiring process is used solely to assess qualifications, verify identity, and comply with legal requirements.