Customer Success Manager, SMB / Enterprise - SimilarWeb

At Similarweb, we are revolutionizing the way businesses interact with the digital world by revealing to them everything that happens online. 

Our unique data and solutions empower thousands of customers globally, including industry giants like Google, eBay, and Adidas, to make game-changing decisions that drive their digital strategies.

In 2021, we went public on the New York Stock Exchange, and we continue to reach new heights! Come work alongside Similarwebbers across the globe who are bright, curious, practical and good people.

We’re looking for a Customer Success Manager, SMB/ Enterprise (based in Tokyo) to work closely with our top SMB / enterprise clients in the Japan market. The ideal candidate will have a background in digital marketing, data and customer success, and enjoys working directly with clients to help solve business problems and provide data-driven outcomes. This role will also serve as a product expert to help drive customer adoption and retention, generating insights and creative ideas for Similarweb solutions. 

Why is this role so crucial at Similarweb?

The Customer Success Manager is a key player on the SMB / Enterprise Team collaborating with a variety of internal cross-functional teams and serving as a trusted advisor to our clients by working in a consultative manner. The CSM's ability to create relationships with the clients, and help them extract real business value using our solutions is essential to keeping clients engaged with Similarweb for years.

So, what will you be doing all day?

• Being the primary point of contact for all users on the account, responsible for identifying the client’s pain points and defining client success 
• Responsible for onboarding, training, boosting engagement, and evangelizing Similarweb and all our offerings
• Act as a trusted partner and advisor to the client, providing guidance and support throughout our journey and partnership.
• Manage and expand long-term customer relationships, and ensure account longevity and renewals
• Identify and mitigate account churn risks, implementing proactive measures to retain customers and enhance their experience.
• Ensure our clients are engaged with the platform, taking action based on our data-driven insights and understanding the value it brings them towards achieving their business goals.
• Support in uncovering and identifying upsell opportunities during the customer’s lifecycle.
• Develop strong subject matter expertise across all Similarweb solutions

This is the perfect job for someone who:

• Solid understanding and experience in digital marketing 
• 3+ years experience in a client facing customer success role, preferably in a SaaS company with planning and execution capabilities
• 3+ years experience in an analytical/consultative role in digital marketing (SEO, PPC, media planning).
• Solid relationship-building skills – the ability to quickly build rapport and establish trust (both internally and with SMB / enterprise clients).
• Analytical and consulting mindset with the ability to quickly discover, digest, and identify solutions to problems.
• Strong presentation and storytelling skills when it comes to analyzing data to share meaningful insights.
• Team player who can collaborate effectively with colleagues and business partners with a strong customer focus.
• Self-motivated, proactive, ownership mindset and results-oriented.
• Native level written and speaking Japanese 
• Willingness to use English at work (read and spoken)  

*All Similarweb offices work in a hybrid model, so you can enjoy the flexibility of working from home with the benefits of building face-to-face connections with fellow Similarwebbers*

Why you’ll love being a Similarwebber:

You’ll actually love the product you work with: Our customers aren’t our only raving fans. When we asked our employees why they chose to come work at Similarweb, 99% of them said “the product.” Imagine how exciting your job is when you get to work with the most powerful digital intelligence platform in the world.

You’ll find a home for your big ideas:  We encourage an open dialogue and empower employees to bring their ideas to the table. You’ll find the resources you need to take initiative and create meaningful change within the organization. 

We offer competitive perks & benefits: We take your well-being seriously, and offer competitive compensation packages to all employees. We also put a strong emphasis on community, with regular team outings and happy hours.

You can grow your career in any direction you choose: Interested in becoming a VP or want to transition into a different department? Whether it’s Career Week, personalized coaching, or our ongoing learning solutions, you’ll find all the tools and opportunities you need to develop your career right here.

Diversity isn’t just a buzzword: People want to work in a place where they can be themselves. We strive to create a workplace that is reflective of the communities we serve, where everyone is empowered to bring their full, authentic selves to work. We are committed to inclusivity across race, gender, ethnicity, culture, sexual orientation, age, religion, spirituality, identity and experience. We believe our culture of equality and mutual respect also helps us better understand and serve our customers in a world that is becoming more global, more diverse, and more digital every day.

#LI-HYBRID

中小企業／大企業向けカスタマーサクセスマネージャー

Similarwebは、オンラインで起こるあらゆる出来事を明らかにすることで、企業がデジタル世界と関わる方法に革命を起こしています。

当社独自のデータとソリューションは、Google、eBay、Adidasといった業界大手を含む世界中の数千社のお客様に、デジタル戦略を推進する画期的な意思決定を支援しています。

2021年にはニューヨーク証券取引所に上場し、さらなる高みを目指し続けています。世界中に散らばる、聡明で好奇心旺盛、実践的で人柄の良いSimilarwebの仲間たちと共に働きませんか？

現在、東京を拠点とするカスタマーサクセスマネージャーを募集しています。中小企業から大企業まで、主要な顧客と密接に連携していただきます。デジタルマーケティング、データ分析、カスタマーサクセスの経験があり、顧客の課題解決とデータに基づいた成果の提供に情熱を注げる方を求めています。プロダクトエキスパートとして、Similarwebソリューションに関する洞察と創造的な提案を提供し、顧客の導入、活用、そして定着を促進していただきます。

日本カントリーマネージャー直属となります。

このポジションが重要な理由

カスタマーサクセスマネージャーとして、中小企業／大企業向けチームの中核を担い、社内の様々な部署と連携しながら、お客様にとって信頼できるアドバイザーとしてコンサルティングサポートを提供します。お客様との強固な関係を築き、Similarwebの価値を最大限に引き出すお手伝いをすることで、長期的な利用と顧客維持につながります。

主な職務内容

• 担当クライアントの主要窓口として、課題を特定し、成功の定義を策定する
• オンボーディング、トレーニング、導入促進、Similarweb製品の普及活動
• 信頼できるパートナーとしてガイダンスとサポートを提供する
• 長期的な関係を構築し、契約更新を促進する
• 解約リスクを特定し、対策を実施する
• ビジネス目標達成を支援するために、データに基づいたインサイトの活用を促進する
• アップセル機会を特定し、提案につなげる
• Similarwebの全ソリューションに関する専門知識を習得する

必要なスキルと資格

• デジタルマーケティングの知識…経験
• SaaS企業でのカスタマーサクセス業務経験3年以上（計画・実行スキル必須）
• デジタルマーケティング分析・コンサルティング経験3年以上（SEO、PPC、メディアプランニングなど）
• 強力な関係構築スキルと、迅速に信頼関係を築く能力
• 問題特定とソリューション提案スキル
• データ分析結果を明確に伝えるためのプレゼンテーションおよびストーリーテリングスキル
• チームワークと顧客重視
• 積極的、自発的で、結果重視
• ネイティブレベルの日本語
• 英語の読み書き、会話が堪能

ワークスタイル

Similarwebはハイブリッドワークスタイルを採用しています。在宅勤務の柔軟性と、オフィスでのチーム交流の機会の両方を享受できます。

Similarwebで働く魅力

• 誇りを持てる製品：従業員の99%が「製品が大好き」と回答
• アイデアを形にできる環境：自由な意見交換と挑戦を奨励
• 優れた報酬と福利厚生：競争力のある報酬、チームイベント
• キャリアアップ支援：他部署への異動や昇進の機会、研修プログラム
• 多様性と包括性：人種、性別、文化、年齢、価値観を尊重する職場

#LI-HYBRID