Job Description

Build Long-Term Relationships with Global Organisations Across Asia-Pacific

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Do you enjoy building trusted client relationships and helping organisations get real value from the products and services they invest in?

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At ECA International, we help organisations around the world manage international employees, business travel and global mobility through market-leading data, technology and expert insight.

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As our customer base continues to grow across the Asia-Pacific region, we're looking for a Japanese-speaking Customer Success Manager to join our Sydney team.

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This is far more than a traditional account management role. You'll become a trusted partner to customers, helping them successfully adopt our solutions, maximise the value they receive and build long-term relationships that support their business.

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Working with clients across Australia, Japan and the wider APAC region, you'll combine relationship management, problem solving and commercial awareness to deliver an outstanding customer experience.

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What You'll Be Doing

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As part of our Customer Success team, you'll work proactively with customers throughout their journey with ECA.

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Your responsibilities will include:

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- Building trusted, long-term relationships with customers and becoming their primary point of contact.
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- Supporting new customers through implementation and onboarding, ensuring they quickly realise value from our platform.
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- Delivering training and guidance to help customers get the very best from ECA's products and services.
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- Monitoring customer engagement and account health, identifying opportunities to improve adoption and satisfaction.
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- Working closely with colleagues to retain customers and support successful renewals.
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- Identifying opportunities to introduce additional products and services that add value to customers.
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- Sharing customer feedback with internal teams to help shape future product improvements.
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- Analysing customer usage and success metrics to identify trends and opportunities for continuous improvement.
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What We're Looking For

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We're looking for someone who enjoys working with people, takes ownership of customer relationships and thrives in a collaborative environment.

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You'll ideally have:

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- Business-level Japanese and fluent English, both written and spoken.
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- Experience in Customer Success, Account Management, Client Services or another customer-facing role.
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- Excellent communication and relationship-building skills.
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- A proactive approach to problem solving and delivering great customer outcomes.
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- Solid organisational skills with the ability to manage multiple priorities.
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- Confidence working with technology and learning new software platforms.
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- Experience within a SaaS environment would be an advantage, although it's not essential.
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- Knowledge of Global Mobility or Business Travel would also be beneficial, but full training will be provided.
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Why Join ECA International?

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At ECA, you'll be joining a global business trusted by organisations around the world to support their international workforce.

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In return, you'll benefit from:

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- Hybrid working from our Sydney office.
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- Work from anywhere Scheme
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- Holiday buy or sell Scheme
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- Excellent employee benefits.
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- Classpass (gyms, sports & spa's)
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- Ongoing learning and career development.
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- A collaborative, supportive international team.
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- The opportunity to work with customers across the Asia-Pacific region.
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- A business investing in technology, innovation and the future of customer success.
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If you're passionate about building relationships, enjoy working with international customers and want to use your Japanese language skills in a genuinely global role, we'd love to hear from you.

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Apply today and help shape the customer experience at ECA International.

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📌 Associate Customer Success Executive - Japanese Speaking (New South Wales)
🏢 ECA group
📍 New South Wales