Client Success Manager - Public Sector, JAPAN*
Description
What We’re Looking For:
Join us as a Client Success Manager (CSM) for our Public Sector portfolio in Japan, where you will serve as the primary relationship owner for our largest government accounts - including Ministries, Prefectural and City Governments, and Government Agencies. As a CSM, you will sit at the center of the post-sale lifecycle, acting as a trusted advisor who deeply understands each customer's mission, strategic priorities, and organizational structure, and who guides them toward measurable value from their Meltwater investment.
Join us as a Client Success Manager (CSM) for our Public Sector portfolio in Japan, where you will serve as the primary relationship owner for our largest government accounts - including Ministries, Prefectural and City Governments, and Government Agencies. As a CSM, you will sit at the center of the post-sale lifecycle, acting as a trusted advisor who deeply understands each customer's mission, strategic priorities, and organizational structure, and who guides them toward measurable value from their Meltwater investment.
You will own the client relationship end-to-end: developing joint impact plans, tracking adoption and KPIs, identifying renewal risk and growth opportunity, and representing the voice of the customer internally. Given the unique nature of government engagements, you will work in close partnership with our Named Account Executive (AE), who leads account planning and expansion - freeing you to focus on strategic, proactive account leadership.
Success in this role requires more than customer success fundamentals. It demands genuine fluency in the Japanese political landscape and national policy issues, and the credibility to engage stakeholders ranging from working-level officials to executive and ministerial leadership. At Meltwater, you'll have access to a supportive ecosystem that promotes mentorship, skill development, and inclusive leadership as you build a career at the forefront of public-sector client success.
What You'll Do:
- Serve as the central point of contact and primary relationship owner for Meltwater's Japanese government customers, including Ministries, Prefectural and City Governments, and Government Agencies.
- Build and maintain trusted, senior-level relationships with key government stakeholders, serving as a strategic advisor who deeply understands each institution's mandate and objectives.
- Collaborate closely with internal teams to align account activities with each customer's unique mission and strategic objectives, executing agreed-upon plans within mutually agreed timelines.
- Develop and maintain comprehensive joint impact plans for the top accounts in your portfolio, ensuring ongoing alignment and value delivery.
- Conduct regular, insightful customer business reviews - including at customer HQ offices in Tokyo - to foster transparency, alignment, and mutual success.
- Proactively inform and guide customers on new features and releases, and monitor adoption and utilization trends to offer tailored, evolving recommendations.
- Identify renewal risk and retention challenges early, partnering with internal and sales teams to secure successful renewals.
- Partner with the Named Account Executive to identify upsell and expansion opportunities and to lead overall account planning and growth initiatives.
- Partner closely with the Support team to ensure alignment and knowledge-sharing on product activations, so you can stay focused on strategic and proactive account work.
- Act as the primary advocate for government customers, channeling their feedback and insights to drive continuous improvement across product development and service delivery.
- Build enduring, meaningful relationships that support Meltwater's long-term presence and reputation within the Japanese public sector.
What You'll Bring:
- A Bachelor's degree or higher is preferred.
- 3+ years of professional experience across Customer Success, Account Management, Management Consulting, Business Development, or another client-facing discipline, ideally including SaaS.
- Experience with - or deep familiarity with - governmental organizations is required, either as a government employee or as a partner/provider to one.
- A strong working understanding of the Japanese political landscape and national policy issues, and the judgment to navigate public-sector protocol and stakeholder dynamics.
- Demonstrated ability to communicate, present, and influence credibly at all levels of an organization, including executive and ministerial leadership.
- Proven experience managing complex, multi-divisional client portfolios, with the ability to collaborate seamlessly across Sales, Product, Marketing, and Services.
- Comfort operating in fast-paced environments, multitasking across a diverse and evolving set of responsibilities.
- Industry expertise in media monitoring, SaaS, PR, or Marketing is a plus; prior Project Management experience is a bonus.
- Willingness to meet regularly at customer HQ offices in Tokyo, and openness to a hybrid work schedule requiring in-office presence at least one day per month.
- Excellent written and verbal communication skills in Japanese and English.
- Openness to embrace our hybrid work schedule, requiring presence in the office 3 days a week.
- The ability to legally work in the country of hire is required for this position.
What We Offer:
- Enjoy 20 days of annual paid time off plus an additional day off on your birthday!
- Monthly wellness allowance to support your commitment to a healthy lifestyle.
- Comprehensive health insurance tailored for you, complete with an annual health check.
- Employee assistance programs covering mental health, legal, financial, wellness, and behavior areas to ensure your overall well-being.
- Complimentary CalmApp subscription for you and your loved ones, because mental wellness matters.
- Energetic work environment with a hybrid work style, providing the balance you need.
- Benefit from our family leave program, which grows with your tenure at Meltwater.
- Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.
Where You'll Work: Japan, Tokyo, Shibuya-ku, Ebisu 1-18-18, Tokyu Fudosan Ebisu Bldg. 5F
Our Story
At Meltwater, we believe that when you have the right people in the right environment, great things happen.
Our best-in-class technology empowers our 27,000 customers around the world to make better business decisions through data. But we can’t do that without our global team of developers, innovators, problem-solvers, and high-performers who embrace challenges and find new solutions for our customers.
Our award-winning global culture drives everything we do and creates an environment where our employees can make an impact, learn every day, feel a sense of belonging, and celebrate each other’s successes along
the way.
We are innovators at the core who see the potential in people, ideas and technologies. Together, we challenge ourselves to go big, be bold, and build best-in-class solutions for our customers.
We’re proud of our diverse team of 2,200+ employees in 50 locations across 25 countries around the world. No matter where you are, you’ll work with people who care about your success and get the support you need to unlock new heights in your career.
We are Meltwater. Inspired by innovation, powered by people.
Equal Employment Opportunity Statement
Meltwater is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: At Meltwater, we are dedicated to fostering an inclusive and diverse workplace where every employee feels valued, respected, and empowered. We are committed to the principle of equal employment opportunity and strive to provide a work environment that is free from discrimination and harassment.
All employment decisions at Meltwater are made based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, veteran status, or any other status protected by the applicable laws and regulations.
Meltwater does not tolerate discrimination or harassment of any kind, and we actively promote a culture of respect, fairness, and inclusivity. We encourage applicants of all backgrounds, experiences, and abilities to apply and join us in our mission to drive innovation and make a positive impact in the world.
We may use AI to assist in aspects of our hiring process, such as reviewing candidate information, capturing interview notes, and supporting interview activities. These tools are used only to assist our team through increased efficiencies. Every output continues to be reviewed by humans, and all hiring decisions are made by humans. We remain committed to evaluating candidates fairly, consistently, and in compliance with all applicable laws.
We may use AI to assist in aspects of our hiring process, such as reviewing candidate information, capturing interview notes, and supporting interview activities. These tools are used only to assist our team through increased efficiencies. Every output continues to be reviewed by humans, and all hiring decisions are made by humans. We remain committed to evaluating candidates fairly, consistently, and in compliance with all applicable laws.