{"id":2283584,"url":"https://alion.io/job/orca-ai-customer-success-manager","title":"Customer Success Manager","company":{"id":176580,"name":"Orca AI","domain":"orca-ai.io","url":"https://alion.io/company/orca-ai","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Comeet","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["JP"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":23000,"max_usd":61000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1081},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Computer Vision","optional":false}],"status":"live","first_seen_at":"2026-10-05T04:43:36Z","employer_posted_date":"2026-10-18","last_verified_at":"2026-10-21T21:44:59Z","board_verified":true,"closed_at":null,"days_open":16,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":16},"description":"Description\nOrca AI advances the maritime industry by providing intelligent navigation solutions that prevent collisions and save lives. Our platform empowers Captains and Officers on the bridge with an accurate, real-time understanding of their surroundings, while also enabling shore-side teams to improve operational oversight, safety management, and fleet performance through FleetView, Orca AI’s office-facing platform.\nPowered by AI and computer vision, Orca AI is defining a new standard for maritime navigation, helping customers drive measurable outcomes both onboard and across their broader fleet operations.\nWe are looking for an experienced Customer Success Manager to lead and grow our customer relationships in Japan. This person will serve as Orca AI’s primary Customer Success presence in the Japanese market and will own the customer relationship throughout the post-sale lifecycle - from implementation and onboarding through adoption, value realization, retention, renewal, and expansion.\nAt the heart of this role is building trusted, long-term customer relationships and ensuring customers successfully implement, understand, and realize the value of Orca AI’s technology. The CSM will work closely with customers to understand their business and operational needs, identify the most relevant use cases, support product implementation and adoption, and ensure Orca AI becomes a valuable part of their day-to-day operations.\nSuccess in this role also requires the ability to operate effectively between two business cultures. The CSM will act as a bridge between our Japanese customers and Orca AI’s international teams, bringing a strong understanding of Japanese business culture while being comfortable operating within a fast-moving, global technology startup.\nWe are looking for someone who is locally credible, internationally oriented, commercially minded, and deeply customer focused.\nThis role reports to the Director of Customer Success.\nThe position must be based in Japan, with regular in-person customer engagement.\nThe role requires close collaboration with Orca AI teams outside Japan across multiple functions and time zones.\nDomestic travel within Japan and occasional international travel will be required.\nResponsibilities\nOwn and grow strategic, long-term customer relationships in Japan, serving as a trusted business partner responsible for customer engagement, satisfaction, retention, and growth.\nDevelop a deep understanding of each customer’s business, operational environment, priorities, and challenges, and connect these needs with relevant Orca AI capabilities and use cases.\nOwn the post-sale customer journey, working closely with customers and internal teams to ensure successful implementation, onboarding, training, adoption, and ongoing value realization.\nEducate and advise customers on Orca AI’s products and use cases, helping them integrate the technology into their workflows and maximize its value across their organization.\nBuild strong relationships across customer organizations, from day-to-day users and operational teams to senior executives and decision makers, proactively identifying and addressing needs, risks, and adoption challenges.\nServe as a cultural and business bridge between Japanese customers and Orca AI’s global teams, ensuring customer needs, expectations, and business context are clearly understood internally, while adapting Orca AI’s communication and ways of working effectively to the Japanese market.\nAct as the voice of the customer internally, partnering with Product, Sales, Operations, Support, and other teams to represent customer needs and ensure effective follow-through.\nApply an analytical mindset to customer management, using product usage, customer feedback, and operational information to identify risks, opportunities, and areas where additional value can be created.\nPartner with Sales to support renewals, upsell, cross-sell, and broader fleet expansion opportunities while maintaining a customer-first approach.\nContribute to the continued development of Orca AI’s Customer Success approach in Japan, helping adapt global processes and best practices to the needs of the local market.\nRequirements\n4+ years of Customer Success experience within an international technology company or startup, managing B2B customers and owning customer relationships throughout the post-sale lifecycle.\nPrevious experience working in an international, non-Japanese technology company or startup - must, with demonstrated ability to work effectively with global teams outside Japan.\nNative-level Japanese, with excellent written and verbal communication skills and the ability to build credibility with stakeholders at all levels of Japanese organizations.\nExcellent professional English - must.\nStrong understanding of Japanese business culture, customer expectations, communication styles, and decision-making processes, combined with the ability to navigate the working culture of a global technology startup.\nProven ability to act as a bridge between Japanese customers and international teams, translating not only language but also business context, expectations, priorities, and ways of working.\nExperience managing complex B2B customer relationships involving multiple stakeholders, including senior executives and decision makers.\nStrong customer orientation, interpersonal skills, and ability to build trust and credibility over time.\nStrong technical aptitude and ability to learn complex technology products, understand customer use cases, and explain product capabilities clearly to both technical and non-technical audiences.\nStrong analytical and problem-solving skills, with the ability to use customer, product, and operational information to identify risks and opportunities and support effective decision making.\nStrong commercial awareness and understanding of how successful adoption and value realization contribute to retention, renewal, and account growth.\nHigh degree of ownership, independence, and accountability, with the ability to represent Orca AI locally while working as part of a distributed global team.\nExcellent organizational and project-management skills, with the ability to coordinate multiple customers, stakeholders, and internal teams simultaneously.\nAbility to thrive in a fast-paced, dynamic, and evolving international startup environment.\nBachelor’s degree.\nNice to Have\nBackground or professional experience in the maritime industry.\nExperience managing strategic or enterprise-level customers in Japan.\nExperience working for a global technology company that was building or scaling its presence in the Japanese market.\nExperience working with operational technology, hardware-and-software solutions, AI, computer vision, or other technically complex products.\nCommercial experience supporting renewals, expansions, upsell, cross-sell, or broader enterprise rollouts.","description_format":"text","description_chars":6911,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"Japanese","level":"All levels","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Japan","iso":"JP","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial 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