Regional Customer Success Manager - APAC / ELSEVIER Corporate at Remitly

Tokyo, Tokyo, Japan

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Information Analytics, Scientific Publishing, Healthcare, Academic ResearchIndustries

Requirements

Bachelor's degree or higher
Fluent in Japanese
Business-level English (for APAC interactions)
Experience managing and developing account management teams in B2B or SaaS environments
5+ years of management experience
Deep understanding of customer lifecycle, success planning, and value realization
Ability to operate effectively in a matrixed cross-functional organization
Excellent communication, leadership, and stakeholder management skills
Analytical thinking to interpret data and derive insights
APAC market multilingual skills (e.g., Chinese) preferred

Responsibilities

Manage, coach, and develop a team of Customer Success Managers to meet regional retention, adoption, and growth goals
Establish clear KPIs and performance expectations, ensuring consistent tracking and accountability
Foster a culture of accountability, collaboration, and continuous improvement
Support individual development through regular feedback, coaching, and performance reviews
Translate global Customer Success strategy into actionable regional plans reflecting local customer needs and market dynamics
Represent Customer Success in regional planning forums and contribute to cross-functional alignment
Partner with Sales, Marketing, Advanced Data Solutions, and Product teams to support joint account planning and customer engagement strategies
Ensure CSMs proactively identify cross-sell and up-sell opportunities and partner with Account Managers to progress them
Ensure delivery of measurable customer outcomes including adoption rates, satisfaction, and renewal rates
Handle escalations for complex customer issues
Reflect customer feedback into product and process improvements
Maintain accurate reporting and data quality to track customer health, risks, and opportunities
Promote consistent use of tools, processes, and reporting
Collaborate with internal teams to drive customer experience improvements
Build strong relationships with Sales, Product, Marketing, and Operations teams
Participate in regional planning and leadership meetings to reflect Customer Success priorities
Coordinate across departments to provide a unified customer experience

Skills

Key technologies and capabilities for this role

Team ManagementLeadershipCustomer SuccessAccount ManagementStakeholder ManagementKPI TrackingCross-functional CollaborationCustomer LifecycleAnalytical ThinkingB2B SaaSJapanese FluencyBusiness EnglishData InterpretationUpsellCross-sellCustomer Retention

Questions & Answers

Common questions about this position

What are the required skills and experience for this role?

Candidates need a bachelor's degree or higher, fluency in Japanese, business-level English for APAC interactions, experience managing and developing account management teams in B2B or SaaS environments, and at least 5 years of management experience. Additional desirable skills include deep understanding of customer lifecycle and success planning, ability to work in matrix organizations, excellent communication and leadership, analytical thinking, and APAC market multilingual skills like Chinese.

What is the salary or compensation for this position?

This information is not specified in the job description.

Is this role remote or does it require office presence?

This information is not specified in the job description.

What does the company culture emphasize for this role?

The role emphasizes fostering a culture of responsibility, collaboration, and continuous improvement within the team, along with strong cross-functional collaboration across sales, marketing, product, and operations teams.

What makes a strong candidate for this Regional Customer Success Manager position?

A strong candidate has 5+ years of management experience leading B2B/SaaS account teams, fluency in Japanese and business English, proven ability to execute regional strategies aligned with global goals, and skills in stakeholder management, analytics, and cross-functional collaboration in APAC markets.

Remitly

International money transfer for immigrants

About Remitly

Remitly focuses on international money transfers, helping immigrants send money to their families quickly and securely at lower costs than traditional banks. The company charges transaction fees and earns from the exchange rate margin, offering various transfer options like bank deposits and cash pickups. Remitly enhances user experience through its website and mobile app, allowing real-time tracking of transfers, and engages with immigrant communities by providing helpful resources and educational support. Its goal is to meet the unique needs of immigrants while ensuring fast, affordable, and reliable money transfer services.

Seattle, WashingtonHeadquarters

2011Year Founded

$423.9MTotal Funding

IPOCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Continuing Education or Travel Stipend

Office Culture

Flexible PTO, Schedules and Leaves

DEI Learning Opportunities

Community Engagement

Inclusive Benefits

Risks

Swift's integration into banks' channels poses a competitive threat to Remitly.

AI agents' rise may challenge Remitly's operational model in efficiency and cost-effectiveness.

Schall Law Firm's investigation could impact investor confidence and Remitly's reputation.

Differentiation

Remitly focuses on immigrants, offering competitive rates and fast, secure transactions.

The company leverages technology for a seamless user experience via its app and website.

Remitly engages with immigrant communities through content and educational initiatives.

Upsides

Increased digital wallet adoption in key markets expands Remitly's reach to unbanked individuals.

AI agents in operations could reduce costs and improve Remitly's efficiency.

Visa collaboration enhances Remitly's cross-border fund flow services, boosting customer satisfaction.

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