Customer Success Manager

Job Description

Customer Success Manager, Japan | Wix

The Tone:
This is a full-time, hybrid role at Wix, located in Tokyo, Japan. Wix provides robust tools and platforms that empower users to create and manage their web presence, and it also fosters thriving online art communities globally, such as DeviantArt. This position is vital for building trusted, long-term partnerships with our enterprise clients, ensuring their continuous success and growth while directly contributing to the evolution of our product offerings. You will help Japanese IP scale globally by leveraging DeviantArt.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Hybrid – Tokyo, Japan

• Mission: To act as a trusted partner ensuring long-term customer success and growth for Wix Enterprise and DeviantArt accounts by providing expert guidance and driving continuous value.

What You’ll Actually Do
• Client Partnership: Act as a trusted partner and consultant for a dedicated portfolio of Wix Enterprise (80%) and DeviantArt (20%) accounts, offering expert guidance to launch and optimize their web presence.
• Value Demonstration: Conduct regular business reviews to clearly demonstrate the value and impact of Wix products, ensuring alignment with customer goals and fostering long-term account health.
• Strategic Enablement: Partner with product teams to develop and deliver tailored onboarding workshops and training sessions that address specific client business requirements and complex use cases.
• Platform Evolution: Champion the voice of the customer by providing crucial, actionable feedback to product teams, directly helping to shape the future evolution of the Wix platform.
• Account Growth: Drive continuous growth by proactively identifying expansion opportunities, efficiently facilitating the renewal process, and ensuring ongoing value throughout the entire customer lifecycle.

The Must-Haves
• Background: Senior-level professional with deep domain knowledge in customer success or account management within a SaaS company.
• Experience: 13+ years of experience in customer success or account management roles in a SaaS company; fluent in Japanese and business-level English.
• Skills: Ability to present complex ideas in an accessible and engaging way to both internal and external stakeholders, including executive-level conversations; ability to identify customer business objectives and pain points to measure Wix’s financial impact on the customer’s business; curiosity, growth mindset, and genuine interest in tech and industry; proactive mindset and collaborative nature.
• Bonus: Strong interest in art, subculture (manga, anime, game), and fan communities.