Customer Success Manager

Roles & Responsibilities

THE ROLE :

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.

THE SKILLS AND COMPETENCIES :

Tell employers what skills you have

Account Planning

CRM

Customer Retention

Account Management

Management Skills

Japanese Language

Service Management

Customer Support

Change Orders

Customer Success

Attention to Detail

Customer Satisfaction

Customer Communication

Japanese

Service Delivery