Job Title:

Customer Success Executive

Team:

Customer Success

Location:
Tokyo, Japan

Lloyd's List Intelligence has proven success across the globe with offices in APAC (Singapore, China, Japan and India), EMEA (UAE and UK) and USA. We now look to further expand our global footprint and add a location that gives us the capability to build teams of highly talented colleagues and deliver growth in our Technology, Data and Product functions.

Role Profile

We are seeking an experienced Customer Success Executive to join our global Customer Success team and support our growth in 2026 and beyond. This Japan-based role is responsible for managing and developing post-sale customer relationships across Japan and Korea, ensuring customers realise measurable value from Lloyd's List Intelligence solutions.

You will act as a trusted advisor to a portfolio of new and mature customer accounts, leading onboarding, driving adoption, and supporting long-term retention. Working closely with Sales and Solutions teams, you will proactively identify risks and opportunities while ensuring customers' needs are clearly understood and addressed.

This is a full-time, permanent role, reporting to the Customer Success Manager. Business travel within Japan may be required where there is a clear customer or commercial benefit.

Key Responsibilities

• Serve as the primary post-sale point of contact for a portfolio of customers across Japan and Korea.
• Build and maintain trusted relationships with customer stakeholders at varying levels of seniority.
• Lead customer onboarding by jointly defining success criteria, agreeing training plans, and driving early adoption.
• In collaboration with Sales, identify upsell and cross-sell signals and support expansion opportunities (sales ownership remains with Sales).
• Design and execute customer engagement plans focused on onboarding, usage, adoption, retention, and value realisation.
• Jointly define customer success outcomes by understanding customers' business goals, challenges, and use cases.
• Proactively demonstrate and articulate the value and impact of Lloyd's List Intelligence solutions through outcome-led conversations, usage insights, and practical use cases.
• Regularly review customer usage and identify opportunities to increase adoption and maximise return on investment.
• Own customer queries through to satisfactory resolution in line with internal processes, KPIs and OKRs.
• Escalate complex issues with clear context and proposed recommendations.
• Work confidently with data-driven and API-enabled products, collaborating with internal technical teams to support customer workflows and use cases.
• Maintain accurate and up-to-date records of all customer interactions, activities, and outcomes in Salesforce (SFDC).
• Partner closely with cross-functional teams (Sales, Solutions, Support) to ensure timely resolution of customer needs.
• Provide structured customer feedback to internal teams to support continuous product and service improvement.
• Build and maintain strong knowledge of Lloyd's List Intelligence products and the relevant maritime / trade risk landscape.
• Participate in customer meetings, industry events, and on-the-ground engagements in Japan where there is a clear business case.
• Contribute to the wider vision, initiatives, and continuous improvement of the Customer Success team.
• Support additional projects or priorities as required by the business.

What we are looking for:

Essential

• Fluency in spoken and written English and Japanese (Korean is highly desirable).
• Demonstrable experience in a Customer Success, Account Management, or customer-facing role within a data, market intelligence, SaaS, or subscription-based business.
• Experience managing a portfolio of customers, including both new onboarding and established accounts.
• Proven ability to build and maintain relationships with senior stakeholders in multinational organisations.
• Hands-on experience using CRM systems, preferably Salesforce (SFDC), with strong discipline in activity logging and data accuracy.
• Comfort working with API-enabled products, integrations, or data platforms (not development-level), and liaising effectively with technical teams.
• Strong ability to translate platform capabilities, data, and insights into clear customer value, outcomes, and business impact.
• Ability to communicate complex concepts in a clear, structured, and concise manner.
• Strong collaboration skills across functions and regions.
• Problem-solving mindset with confidence to raise risks, ideas, and improvements.
• Ability to work independently, manage priorities, and take ownership in a fast-paced environment.
• Curious, adaptable, and motivated to learn and grow.

Desirable

• Experience supporting enterprise or complex customer environments.
• Exposure to business intelligence or reporting tools (e.g. Power BI).
• Experience working in a global organisation with overseas colleagues.
• Familiarity with maritime, trade, or risk-related industries.

We believe strongly in the value of diversity and in creating supportive, inclusive environments where our colleagues can succeed. As such, we are proud to be an Equal Opportunity Employer. We do not discriminate based on race, color, ancestry, national origin, religion, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other protected characteristics under federal, state, or local law.

Please let us know of any adjustments we need to make for you to show us your best self.

About us

We are the industry experts delivering actionable maritime insight, data, technology, and analytics trusted by 60,000 professionals across the globe to drive commercial advantage, evaluate risk, and support the efficient and lawful movement of seaborne trade.

Our data is collected only from the most reputable partners and accurate sources, many of which are exclusive to us and our customers.

Our advanced analytics, artificial intelligence, and industry expertise transform our unparalleled data into powerful insight delivered through data and analytics platforms and services, news and commentary, and publications that help professionals in maritime operations, risk, and compliance stay well informed.

Leading seaborne trade through change with data transparency, innovative technology, and human ingenuity.