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Forter is seeking an Enterprise Customer Success Manager fluent in Japanese and English to lead customer relationships in the Shanghai market. This role sits at the heart of Forter's customer operations, responsible for onboarding enterprise clients, conducting ongoing training and enablement on Forter's fraud and risk analytics platform, and driving renewals and expansion revenue.
Key responsibilities include: enabling client stakeholders on Forter's portal and technology post-launch; running monthly and quarterly business reviews to communicate platform performance and ROI to client executives; identifying and procuring customer advocacy through reference calls and case studies; collaborating with the Sales team on upsell opportunities; owning retention metrics for your book of business; and managing the renewal process for expiring contracts. You'll also serve as the voice of the customer internally, sharing insights with Product and leadership teams to inform the roadmap, and coordinate with Support on technical issues to ensure positive customer experiences.
Required qualifications: 3–4 years of post-implementation, client-facing Account Management or Customer Success experience in the Japanese market; fluent Japanese and English; demonstrated experience leading business reviews with executives, translating client objectives into strategic account plans, and collaborating cross-functionally with Product and Operations teams on customer feedback. Experience enabling clients on SaaS platforms is essential. A background in payments, fraud, or fintech SaaS startups is a bonus.
This is an ideal role for a mid-career professional who thrives in fast-paced environments, can drive initiatives autonomously, and excels at building lasting relationships with enterprise stakeholders while balancing retention, expansion, and strategic growth.
