Sr. Customer Success Manager-TSET

Responsibilities

• A2MAC1 · Minato-Ku, Japan (Hybrid) · — · Posted 2026-10-21
• Support the sales process with manufacturing and solution expertise
• Lead customer discovery sessions and needs analyses focused on product costing and carbon footprint assessment across different manufacturing processes and use cases
• Translate customer requirements into tailored solution concepts, including value propositions, scope definitions, and configuration/customization approaches
• Deliver product demonstrations and presentations to both technical and business stakeholders
• Answer functional and technical customer questions related to manufacturing costing logic, software capabilities, feasibility, and data flows
• Support RFP/RFQ processes and contribute to proposal creation with clear assumptions, scope boundaries, and solution definitions
• Capture customer and market feedback and collaborate with Product Management to identify gaps, opportunities, and future improvements
• Become part of the Customer Success team responsible for rolling out B2B enterprise software solutions to customers in the automotive and manufacturing industries, primarily within German-speaking markets
• Develop expert-level knowledge of the Tset software, including its features, functionalities, and user perspective
• Identify customer business needs and use cases, and design and implement suitable solutions within Tset
• Use software APIs to perform simple to intermediate configuration and customization tasks, such as data imports and report creation
• Lead and facilitate customer workshops and discussions to ensure optimal solution design and proactive expectation management
• Build and maintain strong customer relationships, serving as the main point of contact for concerns, escalations, and ongoing communication
• Collaborate closely with Customer Support and Product Management to ensure customer issues and tickets are tracked and resolved efficiently
• Analyze customer feedback and usage data to identify improvement opportunities and enhance the overall customer experience
• _Define project scope, objectives, timelines, and resource requirements_
• _Develop and manage detailed project schedules while taking ownership of project execution and controlling responsibilities_
• _Collaborate closely with Sales, Product, Development, and Customer Success teams to ensure strong internal alignment and smooth project handovers_
• _Ensure clear communication and coordination between internal teams and customers throughout project delivery and implementation phases_

Requirements

• Knowledge of manufacturing and production technologies, such as machining, forming, casting, injection molding, or assembly
• Technical background in mechanical engineering, manufacturing engineering, or comparable hands-on experience in manufacturing environments
• Ideally, experience in at least one of the following areas:
• SaaS
• Enterprise software
• Automotive or manufacturing industry
• Product costing

Product sustainability

• _Experience in project management and ideally in customer success, customer service, or customer-facing operations_
• _Familiarity with project management and collaboration tools such as Asana, Jira, Confluence, Zendesk, Slack, G-Suite, and MS Office_
• Confident handling of data and analytical tools, especially Excel; experience with costing tools is a plus
• Hands-on mindset when working with and administering software products
• Experience in customer-facing roles is a plus, such as presales, consulting, application engineering, or process engineering with customer interaction
• Excellent communication and comprehension skills in English, along with strong client communication skills in German
• Ability to explain complex technical topics clearly and understand customer needs effectively
• Strong analytical and structured problem-solving skills, including the ability to ask the right questions
• Professional Japanese & English proficiency; alternatively, strong expertise in manufacturing and/or product costing is required
• High level of ownership and ability to work independently
• Strong attention to detail and proactive attitude in identifying and escalating critical issues
• Analytical mindset with the ability to solve problems efficiently and effectively
• Willingness to travel occasionally within APAC and internationally/intercontinentally (approximately 10 trips per year)

Preferred

• Fluent in Japanese and English