Customer Success Manager - Japan

About the role

Hyland is looking for a Customer Success Manager to help new and existing customers derive maximum value from our products and services. You will own the customer journey post-implementation, maintain strong customer and partner relationships, ensure product adoption and stability, reduce risk, and identify opportunities for customer growth. You will serve as the primary point of contact representing the customer — their advocate, advisor, and champion.

Responsibilities

• 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.

Essentials

• 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.

Preferred Skills

• 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.

About Hyland

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