Enterprise Customer Success Manager (Japanese speaking)



Customer Service, Sales & Business Development
Tokyo, Japan
Posted on Tuesday, June 18, 2024

Our Enterprise Customer Success Manager (CSM)’s works closely with customers to discover their business needs and then coach them on the best way to use Tricentis testing tools in order to obtain business value and exceed their targeted business outcomes. Working closely with Account Managers, our CSMs provide input into the strategic account and success plans, helping to identify areas where customers have room for improvement and uncover new uses for the Tricentis products amongst the CSM’s customer portfolio.

Part coach, project manager, and product expert, our CSMs are continually focused on assisting our customers to improve their testing journey and be successful with the suite of Tricentis testing tools. CSMs develop customer relationships that promote retention and loyalty.

We are looking for a native Japan speaker who is fluent in both English and Japanese.

What you’ll do:

  • Being a dedicated partner and advocate for our customers to discover their business needs and drive value from the implemented Tricentis testing solutions.
  • Coaching the customer on best practices regarding the Tricentis testing tools
  • Collaborate with customers to establish and quantify desired business outcomes or other key performance indicators.
  • Conduct remote meetings, awareness workshops and business reviews - Work with customer to establish critical goals or other key performance indicators and aid the customer in achieving their goals
  • Encourage customers to utilize appropriate Tricentis resources (i.e. community, forums, training, professional service engagements, webinars) to improve their adoption and satisfaction.
  • Partner closely with other cross-functional team members (e.g. sales, product management, engineering) to translate business needs and product requirements into improved solutions.
  • Develop, prepare and nurture customers to become a Tricentis advocate throughout the testing community.
  • Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
  • Advocate customer needs and issues across all Tricentis departments.
  • Utilize the existing tools and processes within the Customer Success organization along with a mindset of suggesting any improvements


  • Fluent in English and Japanese
  • Excellent communication, interpersonal & customer service skills
  • 8+ Years of Experience with 4+ year as CSM/Account Manager/Customer facing role is a must
  • Bachelors/Master’s in computer science or experience in the Software Tech Industry is desired
  • Willingness to learn and understand our solutions and being able to teach the product to our customers
  • Self-motivated, proactive team player with innovative ideas, diplomacy and tact
  • Flexible working in extended time zones (AMS/EMEA/APAC) to align with the global team, customers and in a fast-paced environment
  • Ability to design and work on multiple projects with rapid development deadlines
  • You can work independently but also love being part of a team that collaborates to achieve common goals.

Additional information
We offer:

  • Market conform salary + success-oriented bonus
  • Favorable working atmosphere in a rapidly expanding company
  • Personal and professional development
  • Variety of career opportunities and a wide range of tasks
  • Permanent, full-time employment

Tricentis is proud to be an equal opportunity workplace. Qualified applicants will receive consideration for employment without regard to race, color, ethnicity, gender, religious affiliation, age, sexual orientation, socioeconomic status, or physical and mental disability and other statuses protected by law.