Senior Customer Success Manager (Fintech)

Location: Tokyo, Japan; hybrid work model

Company

SS&C provides AI-powered technology and services for financial services and healthcare organizations, including SaaS-based content management and collaboration solutions through SS&C Intralinks.

What you will do

• Manage the end-to-end customer lifecycle from onboarding and implementation through renewal and ongoing account growth.
• Drive proactive engagement, customer retention, successful renewals, product adoption, and reduced churn.
• Monitor customer health, usage, and adoption data to identify renewal risks and expansion opportunities.
• Deliver customer training, enablement sessions, business reviews, and value demonstrations.
• Build trusted relationships with account stakeholders, customer champions, and advocates.
• Collaborate with Sales, Product, Support, and Engineering to resolve issues, manage escalations, communicate feedback, and support fund clients across fundraising and investor reporting.

Requirements

• 5+ years of experience in Customer Success, Account Management, or a similar client-facing role in SaaS or enterprise technology.
• Proven experience driving renewals, improving retention, reducing churn, and identifying account growth opportunities.
• Strong knowledge of customer success methodologies, account planning, stakeholder management, and the customer lifecycle.
• Experience with CRM and Customer Success platforms such as Salesforce, Gainsight, or similar tools.
• Native-level Japanese and business-level English are essential.
• Strong communication, presentation, problem-solving, commercial acumen, and multitasking skills.

Nice to have

• Experience in Fintech or broader financial technology.
• Experience supporting private equity, venture capital, asset management, or fund administration clients in Japan.
• Experience managing mid-market or enterprise SaaS customers.
• Experience with product adoption, customer training, enablement, or change management initiatives.

Culture & Benefits

• Hybrid work model and business-casual dress code.
• Professional development and eligible tuition reimbursement.
• Flexible personal and vacation time off, sick leave, and paid holidays.
• Social insurance, medical, dental, vision, life insurance, employee assistance, and annual health check-up.
• Hands-on training, SS&C University, bonus scheme, and eligible stock allocation.
• Commitment to diversity and inclusion.