Customer Success Manager

Thomson Reuters

Customer Success Manager focusing on onboarding and proactive care for legal product clients. Building relationships to enhance satisfaction and drive upsell opportunities.

Posted 4/17/2026full-timeTokyo • 🇯🇵 JapanMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

SFDC

About the role

Key responsibilities & impact

Engage with client organizations, expand relationships, and drive contract renewals
Identify and create upsell and cross-sell opportunities
Provide insights on customer status and usage analytics to sales team
Negotiate price increases with clients at renewal
Execute CX programs such as onboarding and user training
Develop and execute plans to drive adoption and customer retention
Implement improvement actions based on NPS results
Plan events and webinars for existing clients
Prepare renewal-related documents
Manage accounts using Salesforce.com

Requirements

What you’ll need

Dedication to the legal profession and strong willingness to build effective business relationships
Excellent communication skills to convey product and service strengths
Technology literacy to engage in conversations about generative AI and legal tech
Strong determination to achieve goals and deliver results
Both a self-starter and a team player
Flexible and adaptable mindset
Ability to manage time effectively and prioritize tasks
Japanese: Fluent (able to conduct business discussions in Japanese) and English: Intermediate to Advanced
3+ years of hands-on experience in Customer Success, Account Management, or Post-Sales

Benefits

Comp & perks

Hybrid Work Model: Flexible hybrid working environment (2-3 days a week in the office)
Flex My Way: Supportive workplace policies for personal and professional responsibilities
Professional development: Continuous learning and skill development to tackle tomorrow’s challenges
Comprehensive benefit plans: Flexible vacation, Mental Health Days off, retirement savings, tuition reimbursement, employee incentive programs, mental, physical, and financial wellbeing resources
Recognition for inclusion and belonging, flexibility, and work-life balance
Social Impact: Two paid volunteer days off annually and opportunities for pro-bono consulting projects

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer SuccessAccount ManagementPost-SalesNPSUpsellingCross-sellingOnboardingUser TrainingContract RenewalUsage Analytics

Soft Skills

CommunicationRelationship BuildingGoal OrientationSelf-starterTeam PlayerFlexibilityAdaptabilityTime ManagementTask PrioritizationDetermination