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About the Role

As a Japanese-speaking Customer Success Manager in Sydney, you will become a trusted partner to clients, helping them successfully adopt ECA International's solutions, maximize value, and build long-term relationships. You will work with clients across Australia, Japan, and the wider APAC region, combining relationship management, problem-solving, and commercial awareness to deliver an outstanding customer experience.

Responsibilities

Build trusted, long-term relationships with customers and become their primary point of contact.
Support new customers through implementation and onboarding, ensuring they quickly realize value from our platform.
Deliver training and guidance to help customers get the very best from ECA's products and services.
Monitor customer engagement and account health, identifying opportunities to improve adoption and satisfaction.
Work closely with colleagues to retain customers and support successful renewals.
Identify opportunities to introduce additional products and services that add value to customers.
Share customer feedback with internal teams to help shape future product improvements.
Analyze customer usage and success metrics to identify trends and opportunities for continuous improvement.

Requirements

Business-level Japanese and fluent English, both written and spoken.
Experience in Customer Success, Account Management, Client Services, or another customer-facing role.
Excellent communication and relationship-building skills.
A proactive approach to problem-solving and delivering great customer outcomes.
Strong organizational skills with the ability to manage multiple priorities.
Confidence working with technology and learning new software platforms.
Experience within a SaaS environment is an advantage.
Knowledge of Global Mobility or Business Travel is beneficial.

Skills

Japanese language proficiency
English language proficiency
Customer Success
Account Management
Client Services
Relationship building
Problem solving
Commercial awareness
Communication
Organizational skills
Technology adoption
SaaS environment experience
Global Mobility knowledge
Business Travel knowledge

Location

Sydney

Work Type

Hybrid working
Full-time

Experience Level

Customer Success
Account Management
Client Services

Benefits

Hybrid working from our Sydney office
Work from anywhere Scheme
Holiday buy or sell Scheme
Excellent employee benefits
Classpass (gyms, sports & spas)
Ongoing learning and career development
A collaborative, supportive international team

About the Company

ECA International helps organisations around the world manage international employees, business travel and global mobility through market-leading data, technology and expert insight.
ECA is a global business trusted by organisations around the world to support their international workforce.
A business investing in technology, innovation and the future of customer success.