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About the Role

SS&C Intralinks is a global technology provider of inter-enterprise content management and collaboration solutions. Its products serve the enterprise collaboration and strategic transaction markets, enabling the exchange, control, and management of information between organisations. We are seeking a highly motivated and experienced Senior Customer Success Manager (SCSM) to join our growing team. The ideal candidate will have a strong track record in driving customer retention and renewals, increasing product adoption, and delivering measurable value within a SaaS environment. As a trusted strategic partner to our customers, you will build and strengthen long-term relationships, proactively identify opportunities to maximise value from our solutions, and support customers in achieving their business objectives.

Responsibilities

Own and manage the end-to-end customer lifecycle, from onboarding and implementation through to renewal and ongoing growth.
Drive proactive customer engagement to support successful renewals, maximise retention and minimise churn.
Identify and forecast renewal risks and opportunities, partnering with Sales and other stakeholders to develop appropriate retention strategies.
Deliver customer training and enablement sessions to increase user engagement, product adoption and platform utilisation, while guiding customers on best practices.
Serve as the primary point of contact for assigned accounts, building strong, trusted-advisor relationships with key stakeholders.
Conduct regular business and value reviews, demonstrating product value, outcomes and alignment with customers’ strategic objectives.
Collaborate with cross-functional teams, including Sales, Product, Support and Engineering, to resolve issues, manage escalations and drive customer satisfaction.
Identify and develop customer champions and advocates, creating opportunities for case studies, referrals and other advocacy initiatives.
Monitor customer health metrics, adoption trends and usage data to identify risks, opportunities and inform proactive engagement strategies.
Gather and communicate customer feedback to Product and Engineering teams to help influence product enhancements and the future roadmap.
Support fund clients across the fundraising lifecycle, from fund launch and investor due diligence through to close and ongoing LP reporting, and work with Sales to carry the relationship into the client’s next fund.
Maintain a flexible and proactive approach to customer engagement, including participation in key team and client events outside standard business hours where required to support relationship building and visibility.

Requirements

5+ years of experience in Customer Success, Account Management, or a similar client-facing role in a SaaS or enterprise technology environment.
Experience supporting private equity, venture capital, asset management or fund administration clients in Japan will be highly regarded.
Proven track record of driving renewals, improving customer retention, reducing churn, and identifying opportunities for account growth.
Strong understanding of customer success methodologies, account planning, stakeholder management, and end-to-end customer lifecycle management.
Excellent communication, presentation, relationship-building, and stakeholder engagement skills, with the ability to build trusted relationships at all levels.
Data-driven approach with experience using CRM and Customer Success platforms such as Salesforce, Gainsight, or similar tools to monitor customer health, engagement, adoption, and retention.
Strong problem-solving and commercial acumen, with the ability to proactively identify customer risks, opportunities, and strategies to maximise value.
Ability to thrive in a fast-paced, growth-oriented environment while managing multiple accounts and competing priorities.
Native-level Japanese and business-level English are both essential. You will work with Japanese clients in Japanese and with regional and global internal teams in English.

Skills

Fintech
Financial technology
SaaS
Salesforce
Gainsight
Customer Success
Account Management
Private equity
Venture capital
Asset management
Fund administration
Product adoption strategies
Customer training
Enablement
Change management
Business acumen

Location

Hybrid

Work Type

Hybrid Work Model

Experience Level

Senior

Education Level

Employee Tuition Reimbursement

Benefits

Hybrid Work Model
Business Casual Dress Code
Centralised location – Conveniently positioned near the Metro Line
Professional Development Reimbursement
Flexible Personal/Vacation Time Off
Sick Leave
Paid Holidays
Social Insurance
Medical
Dental
Vision
Life Insurance
Employee Assistance Program
Annual Health Check-up
Bonus Scheme
SS&C Stock(s) Allocation

About the Company

SS&C is a leading provider of mission-critical, AI-powered technology and services empowering financial services and healthcare organizations to work smarter, faster, and securely.
Founded in 1986, SS&C is headquartered in Windsor, Connecticut, and has offices worldwide.
More than 23,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology.

Equal Opportunity

SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.