Customer Success Manager

Our customers' success is directly representing Expereo's success, and the Customer Success Manager plays a key role in putting this into action. This role bridges customer needs with internal teams, assisting with account planning, day-to-day service management, and proactive customer communication. You will play a key part in ensuring accounts run smoothly, supporting renewals, and contributing to customer retention and satisfaction.

THE RESPONSIBILITIES:

Here is how your day-today responsibilities of the role will look like, but are not limited to:

• Serve as a secondary point of contact for assigned customer accounts, supporting the Account Manager in ensuring customer satisfaction.
• Assist in developing and maintaining account plans, tracking customer activity, and identifying opportunities for improvement.
• Coordinate with internal teams (Sales, Service Delivery, Support, Billing) to ensure smooth execution of customer requests.
• Monitor service delivery milestones and provide proactive status updates to customers.
• Support renewal activities, including preparing quotes and following up with customers.
• Assist with cross-sell and upsell opportunities by identifying customer needs and passing leads to Account Managers.
• Prepare reports and presentations for customer meetings, including service performance summaries.
• Gather and escalate customer feedback to improve services and processes.
• Track account activity in CRM systems (Salesforce or similar), ensuring data accuracy and timeliness.
• Understand the customer horizon; what are their plans next year and the year after? and how can Expereo pro-actively help them shape the plans to become their go-to partner as a result.
• Ensure there is a practical and clear account plan in place for each customer; a working plan that is pro-actively used and updated and represents a real-time picture of the customer's landscape. This is used to keep all parties updated key challenges and opportunities.
• Responsible for the retention and growth of assigned customer account(s) via Cross/Up Sell with responsibility for the In-Life Moves, Additional and Change orders.
• Launch, lead and take internal and external ownership of service improvement / corrective action plans and communicate requirements and progress as and when required with goal improving both Net Promoter Score and Customer Satisfaction.

Requirements

• Diploma or degree level education preferred, or equivalent experience.
• 2–4 years of experience in customer support, account coordination, or junior account management (telecom/IT industry experience is a plus).
• Japanese language proficiency – JLPT N1 or native-level equivalent. At least 3 years of professional experience using Business Japanese is preferred.
• Strong interpersonal and communication skills, with confidence in engaging directly with customers.
• Excellent attention to detail, with strong organizational and multitasking abilities.
• Demonstrated ability to manage multiple priorities and follow through on tasks.
• Proficient in MS Office (Excel, PowerPoint, Outlook); Salesforce or similar CRM experience preferred.
• Commercial awareness with interest in developing account management skills.
• Proactive, reliable, and collaborative, with strong problem-solving abilities.

Benefits

Beyond the Job

We're proud of our focus on Environment, Social and Governance as well as the passion we display for the communities where we live and work.

EEO (Equal Employments Opportunities) Statement:

Expereo is an Equal Opportunities employer who aims to support and celebrate every employee that comes through our doors. We respect and support all of our people regardless of background, religion, nationality, sexual orientation, age, or physical condition.