Customer Success Manager - Japanese Speaking

Customer Success Manager for Japan

(Remote with flexibility for Japan timezone)

About Us

SINAI’s mission is to provide organizations with the technology necessary to build deep decarbonization strategies. Our tools engage organizations to automate carbon analysis and reporting for their entire operation, transforming how they interact with their business, value chain, and the environment.

We look for a diversity of ideas, talent, and exceptional individuals who are experienced with building new solutions from scratch, are comfortable with making tradeoffs to deliver high-value outcomes, are proactive, take ownership, and enjoy working in a fast-paced, collaborative environment.

No prior knowledge of GHG accounting, environmental science, or climate change is required, but we expect you to be a quick and voracious learner.

Define the category of decarbonization intelligence with us!

About the Role

As a CSM, your ultimate responsibility within the company is to become an industry expert, product expert, and trusted advisor to our customers.

At SINAI, Customer Success Managers oversee the software implementation & lead long-term relationships with customers. CSMs understand outcomes through ongoing data collection and feedback analysis and turn this into onboarding and retention strategies. You’ll be involved in all aspects of support, account management, demonstrating the product, educating customers, and more:

What you’ll be doing

• Be the primary contact between the company and our Japanese customers - success planning & tracking, system configuration, onboarding of project leaders and end-users, as well as customer support (email support/phone support)
• Understand customer outcomes by communicating with users, analyzing health metrics, running Customer Satisfaction Surveys, and gathering other types of feedback
• People management to work with various departments internally as the need arises
• Project management to keep on top of the work being done for the client
• Engage with senior-level stakeholders with some of our largest customers
• Collaborate closely with the sales team to support pilot projects, renewals, and expansion opportunities
• Collaborate with the engineering and development team to set up or configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers.
• Gauge customers’ levels of engagement with the team and provide feedback regarding product and service improvements
• Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed
• Develop educational tools such as a knowledge base, support materials, and in-app tutorials (Reviews, translations, and content creation).

About You

Preferred Skills & Experience

NOTE: If you are excited by this opportunity and believe you have the skills and experience to excel at it but are concerned you don’t meet 100% of the below criteria, please apply anyway.

• Professional working proficiency in Japanese and English (additional languages is a bonus)
• Experience working with large enterprise customers
• 5+ years of customer success or account management experience in a SaaS or software company.
• Deep understanding of the Japanese business culture and practices
• Possess the ability to motivate and maintain effective working relationships
• Empathetic, positive attitude with a desire and the ability to solve problems internally and for customers
• A passionate and proactive team-player
• Highly organized and detail-oriented
• Results/Data-driven mentality
• Exceptional written and verbal communication skills
• Flexibility, able to operate effectively with uncertainty and change
• Analytical Skills, with the ability to translate data into insights
• Knowledge in, or ability to learn about climate change and corporate carbon strategies
• Experience in working with multiple digital tools and platforms
• Project management experience preferred
• Experience in startup environments a big plus

Compensation:

TBD based on experience

SINAI Technologies

SINAI is a San Francisco-based technology company focused on transforming how companies to price, analyze, and reduce carbon emissions worldwide. We are passionate about technology and the environment. Our mission is to engage companies and governments to include carbon analysis in their operations, transforming how they interact with their business, value chain, and the environment.

We look for a diversity of ideas, talent, and exceptional individuals who are experienced with customer-facing positions in SaaS companies, are proactive, take ownership, and enjoy working in a fast-paced, collaborative environment.