Customer Success Manager – GRC

In this position, the Customer Success Manager - GRC will manage key accounts, working closely with stakeholders to align customer goals with product capabilities. You will collaborate with sales and partner teams in the region to facilitate smooth onboarding and ensure consistent communication across all touchpoints. Staying informed on product developments will enable you to offer tailored advice that addresses specific local regulatory environments and business requirements, strengthening customers’ ability to get the most from the platform.

A critical part of the role involves conducting educational initiatives such as webinars and community sessions to empower users at scale. You will also identify opportunities to expand accounts through upselling or cross-selling and implement retention strategies that minimise churn. Acting as the voice of the customer within the broader organisation, you will gather and advocate for region-specific feedback to influence product enhancements.

This is a permanent, remote or hybrid position based in Japan requiring flexibility to work primarily Singapore Standard Time hours and some travel within the region. Being bilingual in Japanese and English is highly advantageous to navigate the diverse cultural and linguistic landscape and to foster deep client trust.

Ideal candidates will have at least three years of experience in Customer Success or Account Management within a B2B SaaS context, with a preference for backgrounds in audit, risk management, compliance, or consulting. Strong communication and relationship-building skills are essential to interact confidently with C-level executives and other key stakeholders. You should thrive in ambiguity and be capable of working independently while contributing to wider team goals.

Key requirements:
- Minimum 3 years’ B2B SaaS Customer Success or Account Management experience
- Professional fluency in Japanese and English preferred
- Experience in GRC, audit, risk, compliance, or management consulting advantageous
- Proficient with Customer Success tools such as Gainsight or Salesforce
- Strong stakeholder management, including ability to engage with executives
- Self-motivated, autonomous working style suited to a start-up region build-out
- Flexible approach to collaboration across APAC time zones and occasional travel

This role sits within the technology sphere focused on SaaS solutions that streamline governance, risk, and compliance processes for enterprise clients. Candidates will contribute to the ongoing digital transformation and business improvement initiatives driven by AI-enabled platforms.

Employment type is permanent, with benefits including statutory coverage, competitive compensation, and a monthly work-from-home allowance applicable by location. The role aligns with organisations in the technology software industry, specifically cloud-based business applications for risk and compliance management.