About
Bilingual Japanese-English customer success professional specializing in complex technical products and cross-cultural stakeholder management. Brings 10+ years of experience supporting retail, finance, and enterprise clients while bridging customer, commercial, and product teams to improve retention, expansion, and long-term customer satisfaction.
Experience
Client Success Manager
- Leading the Japan Client Success team to drive the existing clients' great success.
- Managing key KPIs (retention, up/cross-sell). Continuous improvement to customer communication and workflows.
- Retaining top talent, team building, and performance improvement.
Senior Client Success
- Senior individual contributor in a fast-paced multinational cross-channel marketing company.
- Responsible for renewals, up/cross-sells, and ultimately client retention.
- Cheetah Digital merged with CM Group to form Marigold during this role.
Client Success
- Quickly identified as talented for managing customers, moved from new business to CS.
- From here I began my career in customer success.
- Experian's marketing division was divested and spun out into Cheetah Digital during this role.
Sales Representative
- Joined Experian new business team as a graduate.
Skills
- Good understanding of technical/complex products
- Bridging gaps between orgs and languages
- Managing expectations between different business cultures
- 🇯🇵 Native Japanese
- 🇬🇧 Fluent English
Education
Bachelor's Degree in Business
Sophia University, 2009 - 2013
Certifications
- EIKEN Test in Practical English Proficiency, Grade 1
Contact
Email: miwa0522@gmail.com