Customer Success & Enterprise Support Lead, APAC

Responsibilities

Customer Success & Growth

• Execute the Enterprise customer success strategy in APAC, serving as the primary point of contact for key APAC-based enterprise clients.
• Drive onboarding and training, then define and run targeted, goal-based engagement plans aligned with customer objectives.
• Identify and support expansion opportunities; partner with Sales on growth strategies.
• Manage retention by quantifying delivered value, monitoring customer health, and acting early on risk.
• Generate customer insights by understanding the competitive landscape and end-to-end customer journeys across APAC markets.
• Build executive relationships with stakeholders from individual contributors to C-level.
• Collaborate with Product, Engineering, Localization, Sales, and Marketing to drive customer-focused projects and influence decisions.

Enterprise Support Execution

• Diagnose and resolve complex technical and product questions through tickets, Slack, and calls.
• Own end-to-end troubleshooting: reproduce issues, isolate root causes, collaborate with engineers, and communicate clear explanations in Japanese and English.
• Anticipate customer issues, orchestrate timely resolutions, and act as the regional escalation point for complex problems.
• Use AI tooling and workflow automations to scale support and replace repetitive tasks with personalized, agentic self-service solutions.
• Localize 15+ knowledge base articles while maintaining terminology consistency with product UI localization.

Requirements

• Fluency in English and Japanese, including Japanese technical writing proficiency.
• 3+ years of experience in B2B/SaaS customer support, ideally as a senior or escalation engineer.
• 3+ years in customer-facing roles such as Customer Success or Account Management.
• Proven ability to drive enterprise satisfaction, growth, and retention.
• Strong customer orientation and ability to work with software engineers and business decision-makers.
• Hands-on experience prompting large language models and understanding of AI fundamentals, including tokens, context windows, embeddings, and latency-versus-cost trade-offs.
• Ability to explain APIs, SSO/SAML, and cloud integrations to non-technical stakeholders.
• Proficiency with Intercom, Zendesk, Jira, and CRM or customer success tools.
• Excellent written and spoken communication skills, including C-level presentations.
• Ability to operate independently and manage ambiguity and multiple initiatives.

Nice to Have

• Business or fluent-level Korean or Mandarin Chinese.

Compensation

• Annual salary: 140000–165000 (currency not specified in the ATS data).