The Client Success Manager drives client satisfaction, adoption, and retention for investment banking clients, collaborating with internal teams and stakeholders.
Summary Generated by Built In
We are seeking a highly skilled and commercially minded Client Success Manager to support a portfolio of strategic and mid-market investment banking clients across Japan. This role is responsible for driving client adoption, satisfaction, and retention by serving as a trusted partner to senior stakeholders and ensuring clients realize maximum value from our platform. You will partner closely with your regional client solutions team to support growth initiatives for our strategic clients, while owning the end-to-end client relationships and success for mid-market accounts.
This is a high-impact role suited for solutions-oriented professionals with experience in financial services and enterprise SaaS, who excel in client-facing, relationship-driven environments.
Key Responsibilities:
Client Engagement & Adoption
· Own and nurture strong relationships across a book of strategic and mid-market investment banking clients in Japan.
· Serve as the primary point of contact, engaging with both senior executives and day-to-day users across business, operations, and technology teams
· Act as a trusted advisor to stakeholders at all levels, leveraging a consultative approach to drive adoption, deliver measurable results, and maximize value for our clients
Issue Resolution & Advocacy
· Collaborate closely with Support, Product and other internal teams to ensure timely resolution of client issues
· Act as the client’s advocate by managing requests, escalating challenges, and championing their priorities across the organization
Retention & Revenue Growth
· Proactively identify and mitigate churn risks, driving strong retention by reinforcing value and alignment with clients’ business objectives
· Partner with Account Managers on strategic accounts to support upsell and cross-sell opportunities
· Drive organic expansion by uncovering new use cases, increasing adoption, and broadening platform engagement across owned accounts
Cross-functional Collaboration
· Partner closely with Sales, Account Management, Product, and other internal teams to deliver a cohesive, seamless client experience
· Share client insights and feedback internally to inform product roadmap and support strategic prioritization
