Customer Success Manager, Japan

Blockchain technology is driving a burgeoning wave of innovation, with businesses and governments worldwide harnessing it to streamline banking, engage with customers, and investigate criminal cases. As the adoption of blockchain technology continues to grow, more organizations are seeking access to its vast potential. This is where Chainalysis comes in. We offer comprehensive insights into blockchain activities through our data, services, and solutions, empowering organizations to confidently navigate the world of blockchains.

Our Customer Success team is defined by their insatiable curiosity and adept problem-solving skills. We oversee business operations across Asia-Pacific countries and are deeply committed to understanding our customers' mission, objectives, and ultimate success. Utilizing data and domain expertise, we guide stakeholders through their journey, helping them define and achieve success. Our collaborative approach ensures we share insights across functions, measuring our success by metrics such as user adoption, retention, and overall satisfaction.

The Customer Success Manager, Japan will be based in our Tokyo office and will manage customers from both the Public and Private sectors in Japan.

Key Priorities in Your First Year:

• Develop a profound understanding of the competitive landscape and acquire unparalleled knowledge of Chainalysis' offerings.
• Directly contribute to increasing net customer retention in cryptocurrency, banking, financial institutions (BFSIs), and government verticals.
• Oversee customer accounts, comprehending their needs and ensuring they derive maximum value from our solutions to achieve their goals.
• Identify risks and expansion opportunities during account planning to minimize negative surprises during customer renewals.

Responsibilities:

• Serve as an advisor to customers, confidently addressing advanced product usage and technical inquiries related to data, compliance, regulatory standards, and investigations across our product suite.
• Collaborate with the sales team in account planning to drive account growth.
• Monitor and identify usage trends to uncover renewal risks, conduct regular business reviews, and promote greater adoption rates.
• Convey customer pain points and requirements to the Product and Engineering team to enhance existing capabilities and introduce new features.

Qualifications:

Your prior experience should encompass at least one of the following:

• Previous experience as a Customer Success Manager at a SaaS company, with a focus on Public Sector/Government customers in Japan.
• Previous experience as a Customer Success Manager at a SaaS company, specializing in Banking and Financial Institutions or Web 3 in Japan.
• Work experience in the Anti-Money Laundering (AML) and/or Financial Crime space in Japan.
• Work experience in the intelligence or investigations field in Japan.

You are proficient in Japanese and professionally fluent in both written and spoken English, allowing you to connect with our customers in APAC and collaborate effectively with our employees across the US, EU, and beyond. Additionally, you possess emotional intelligence and empathetic skills that enable you to understand the nuances of customer communication, decipher their underlying needs, and facilitate problem-solving. You also have some experience in building customer journeys, utilizing usage metrics, expanding product adoption, creating account plans, and managing stakeholders in government and law enforcement agencies.

Tools and technologies we use (prior experience not necessary):

• Salesforce
• LinkedIn Sales Navigator

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At Chainalysis, we assist government agencies, cryptocurrency businesses, and financial institutions in tracking and investigating illicit activities on the blockchain, enabling them to confidently engage with cryptocurrency. We prioritize our employees with outstanding benefits, professional development opportunities, and a fun work environment.

You belong here.

At Chainalysis, we believe that diversity of experience and thought makes us stronger. With both customers and employees around the world, we are committed to ensuring that our team reflects the unique communities around us. To foster ongoing learning, we have established an internal Diversity Committee, observe Days of Reflection throughout the year, including International Women's Day, Harvey Milk Day, World Humanitarian Day, and UN International Migrants Day, and are dedicated to continually revisiting and reevaluating our diversity culture. We encourage applicants of all races, ethnicities, genders/gender expressions, ages, spiritual beliefs, abilities, experiences, and more. Additionally, if you require any accommodations to make our interview process more accessible due to a disability, please don't hesitate to inform us. You can learn more here. We can't wait to meet you.

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