About this role.
Visit.org is seeking a Customer Success Manager based in Japan to manage a portfolio of corporate partners remotely. The role involves driving service utilization, strategic account growth, and partnership renewals for a B Corp focused on global volunteering programs. Ideal candidates have 2+ years of client-facing experience in a fast-paced startup or enterprise SaaS environment. This is a 20-hour/week contract position requiring alignment with US Eastern Time hours. The company values mission-driven work and offers the opportunity to contribute to social impact at scale.
Role DNA
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Job Complexity
4/5Pace & Pressure
5/5Autonomy Level
4/5Communication Load
5/5Salary analysis
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Core skills
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Cover letter sample
I am writing to express my enthusiasm for the Customer Success Manager position at Visit.org. With over 2 years of experience in account management and client relations within fast-paced startup environments, I have developed a strategic approach to driving service utilization and fostering long-term partnerships.
I am particularly drawn to Visit.org's mission of connecting companies with vetted nonprofits to create meaningful volunteer experiences. In my previous role, I successfullly managed enterprise accounts, improved retention rates, and collaborated with cross-functional teams to align on client goals.
My ability to build executive-level relationships and provide tailored social impact advisory aligns with the responsibilities outlined. I am eager to bring my entrepreneurial spirit and dedication to a team that values purpose-driven impact.
Thank you for considering my application. I look forward to the opportunity to contribute to Visit.org's growth and mission.
Sample interview questions
In a prior role, I noticed a key client's engagement dropping. I scheduled a deep-dive meeting to understand their pain points, then created a tailored account plan with new success metrics and regular check-ins. Over three months, we regained their trust and even expanded the contract.
I use a combination of data (e.g., usage metrics, churn risk) and strategic importance to prioritize. For example, I categorize accounts into tiers and allocate more time to high-value or at-risk clients, while using automation for routine tasks.
I would set up regular cross-functional syncs to share client feedback and usage data. For instance, I once identified a feature gap requested by multiple clients and partnered with Product to prioritize it, resulting in increased renewal rates.
Key metrics include net retention rate, monthly active users, and customer satisfaction score (CSAT). For strategic accounts, I also track number of executive check-ins and adoption of premium features.
I believe business can be a force for good. Visit.org's mission to connect companies with real community needs resonates with my personal values. I want to use my CS skills to help enterprises make meaningful contributions while achieving their CSR goals.
Visit.org is looking for a passionate and ambitious Customer Success Manager based in Japan to join our remote team. The Customer Success Manager will own a client portfolio, acting as the main point of contact and advocate for our corporate partners. You will drive contract/service utilization, work on maximizing participation, oversee contract-level quality assurance, provide social impact advisory, and support partnership renewal of your portfolio. The right candidate will have an entrepreneurial spirit, extreme passion for our mission, and the energy and discipline to come in and be a builder in a start-up tech environment.
Please note: This is a remote, Japan-based 20-hour/week contract position that requires working hours between 9:00 AM to 6:00 PM EST.
What Motivates Us
There is room for everyone! We empower each other to innovate and create processes that use technology to generate meaningful, lasting change. We enjoy the challenge of finding solutions to problems that are not a way around it but through it. We’re driven by the opportunity to help enterprises and their employees around the world to contribute to their communities.
When You Join the Team
- You’ll join a movement from the ground floor and a team of purpose-driven people with a strong sense of responsibility, ownership, and pride that we’re building this thing together.
- You’ll combine passion, purpose, and a paycheck—Visit.org team members get out of bed every day knowing their work is meaningful and has a tangible impact on individuals and communities around the world.
About Visit.org:
Visit.org is a women-led Certified B Corporation that designs and delivers full-scale volunteering programs for global companies, with volunteering experiences built with vetted nonprofit partners and rooted in real community needs in 100+ countries and 40+ languages. Trusted by teams at companies like Amazon, Colgate, Paramount, and Cisco, Visit.org acts as an extension of lean CSR teams to run global volunteering that employees love and nonprofits trust.
Responsibilities:
- Strategically manage and nurture accounts to drive account growth and increase service utilization. Develop tailored account plans that ensure client goals and ROI metrics are achieved, aligning with Visit.org’s capabilities. This includes supporting and/or leading the planning and execution of offsite meetings with clients to deepen understanding of their needs, co-create enhanced value, and strengthen strategic relationships.
- Actively support the Sales team with client renewals and negotiations, ensuring high retention rates and minimizing churn within accounts.
- Build and maintain strong, executive-level relationships with key stakeholders within each client organization, becoming a trusted advisor on matters of social impact and partnership.
- Deliver customized consultations and presentations that demonstrate the ongoing value of Visit.org’s offerings to client objectives.
- Proactively identify and resolve issues that arise within accounts, ensuring a high level of client satisfaction and service delivery.
- Collaborate with Supply, Content, Sales, Marketing, Events, and Product teams to communicate client needs and align on cross-functional initiatives that enhance product functionality, service delivery, and client satisfaction.
- Champion client needs internally to ensure that all client deliverables are met with a standard of excellence, advocating for product enhancements when necessary to serve customer needs.
- Contribute to the development of best practices, operational procedures, and strategic initiatives that enhance the overall effectiveness and scalability of the Customer Success team.
Requirements
Qualifications:
- 2+ years of experience in Customer Success, Account Management, Sales, Partnerships, or another client-facing role
- Experience working in a fast-paced startup environment, particularly enterprise SaaS
- Fluency in demonstrating value through customer stories, data, and unique insights
- Strong organizational skills and the ability to create structure in ambiguous situations
- Detail-oriented while maintaining the ability to drive towards overarching goals
- Ability to learn quickly and grasp different processes and/or systems
- Excellent written, verbal, and presentation communication and interpersonal skills
- A team player who can foster relationships and communicate effectively across departments
- Competence using sales management and internal communication tools, including Salesforce, Gong, Slack, Monday.com, and others
- A true desire to satisfy the needs of our clients
- Passion for our mission and the desire to make an impact in the world through technology
- Experience working in a fast-paced startup environment
- Passion for our mission and the desire to make an impact in the world through technology
Please note: This is a remote, Japan-based 20-hour/week contract position that requires working hours between9:00 AM to 6:00 PM EST.
Benefits
How we care
- Competitive salary
- Mission-aligned company events/volunteering
- Inclusive, exciting start-up culture
- Accelerated career & personal growth
- Culture Club and more!
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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