Customer Success Manager

Similarweb is the leading digital intelligence platform used by over 3500 global customers. Our wide range of solutions power the digital strategies of companies like Google, eBay, and Adidas. We help our customers succeed in today’s digital world by giving them access to data-driven insights, competitive benchmarks, strategic analysis, and more. In 2021, we went public on the New York Stock Exchange, and we haven’t stopped growing since!  

We’re looking for a Customer Success Manager to work closely with a selection of our clients. The ideal candidate will have a background in digital marketing, data and customer success, and enjoy working directly with clients to help solve business problems and provide data-driven outcomes. This role will also serve as a product expert to help drive customer adoption and retention, generating insights and creative ideas for Similarweb solutions. This role will report to the Team Manager, Customer Success, Japan.

Why is this role so crucial at Similarweb?

The Customer Success Manager (CSM) is a vital member of the Team, working closely with various internal teams and serving as a trusted advisor to our small and medium-sized business clients through a consultative approach.

The CSM's ability to build relationships with clients and help them derive significant business value from our solutions is essential for maintaining long-term client engagement with Similarweb.

So, what will you be doing all day?

Your role as part of the Customer Success Team means your daily responsibilities may include:

• Primary Point of Contact: Serve as the main contact for all users on the account, identifying client pain points and defining client success.
• Client Onboarding & Training: Manage the onboarding process, provide comprehensive training, and boost engagement with Similarweb's offerings.
• Trusted Advisor: Act as a reliable partner and advisor, offering guidance and support throughout the customer journey.
• Churn Risk Management & Retention: Identify and mitigate risks of account churn by implementing proactive measures to retain customers and enhance their experience.
• Client Engagement: Ensure clients are actively engaged with the platform, utilizing data-driven insights to highlight the value it brings to their business goals.
• Upsell Opportunities: Assist in uncovering and identifying upsell opportunities during the customer lifecycle.
• Product Expertise: Develop strong subject matter expertise across all Similarweb solutions.

Ideal Candidate Profile:

• Customer Success Experience: Client-facing experience in a Customer Success and/or Account Management (sales) role with strong planning and execution capabilities with strong Negotiation skills.
• Relationship Building: Excellent relationship-building skills with the ability to quickly establish rapport and trust with clients and internal teams.
• Analytical Skills: Analytical and consultative mindset, capable of quickly identifying solutions to problems.
• Presentation Skills: Strong presentation and storytelling abilities, particularly in analyzing data to share meaningful insights.
• Team Collaboration: Team player with the ability to collaborate effectively with colleagues and business partners, maintaining a strong customer focus.
• Proactive & Results-Oriented: Self-motivated, proactive, with an ownership mindset and results-driven approach.
• Experience: 2-3 years of experience in roles such as analyst, consulting, or digital marketing (SEO, PPC, media planning).
• Digital Marketing Knowledge: Solid understanding and experience in digital marketing - Advantage
• Native level written and speaking Japanese
• Willingness to use English at work (read and spoken)  

Join our team and help clients achieve success by leveraging Similarweb's innovative solutions!

*All Similarweb offices work in a hybrid model, so you can enjoy the flexibility of working from home with the benefits of building face-to-face connections with fellow Similarwebbers.*

Why you’ll love being a Similarwebber:

You’ll actually love the product you work with: Our customers aren’t our only raving fans. When we asked our employees why they chose to come work at Similarweb, 99% of them said “the product.” Imagine how exciting your job is when you get to work with the most powerful digital intelligence platform in the world.

You’ll find a home for your big ideas:  We encourage an open dialogue and empower employees to bring their ideas to the table. You’ll find the resources you need to take initiative and create meaningful change within the organization. 

We offer competitive perks & benefits: We take your well-being seriously, and offer competitive compensation packages to all employees. We also put a strong emphasis on community, with regular team outings and happy hours.

You can grow your career in any direction you choose: Interested in becoming a VP or want to transition into a different department? Whether it’s Career Week, personalized coaching, or our ongoing learning solutions, you’ll find all the tools and opportunities you need to develop your career right here.

Diversity isn’t just a buzzword: People want to work in a place where they can be themselves. We strive to create a workplace that is reflective of the communities we serve, where everyone is empowered to bring their full, authentic selves to work. We are committed to inclusivity across race, gender, ethnicity, culture, sexual orientation, age, religion, spirituality, identity and experience. We believe our culture of equality and mutual respect also helps us better understand and serve our customers in a world that is becoming more global, more diverse, and more digital every day.