Job Description

About us

Queue-it is a global tech scale-up that helps the world’s biggest brands manage their busiest online moments. Our virtual waiting rooms prevent website crashes and bot abuse, ensuring a smoother, fairer digital experience for billions of users. No matter the demand, we give businesses peace of mind so they can deliver the online experiences they’ve worked hard to create.

At Queue-it, our strength lies in our people. With a team representing 40+ nationalities across offices in Denmark, the U.S., South Korea, Japan and Australia, we thrive in a global, collaborative environment. Our workplace is enriched by diverse perspectives and teamwork across cultures.

About the role

As a Queue-it Customer Success Manager based in our Tokyo office, you will be a critical part of creating and maintaining Queue-it's solid relationships with a wide range of customers across the APAC region. You'll build and develop partnerships by effectively supporting customers with their goals. We are looking for someone with a strong customer mindset who is quick on their feet and speaks Chinese (Cantonese or Mandarin) at a high professional level.

Responsibilities:

• Respond to customer inquiries through our support channels providing timely and effective solutions.

• Serve as a trusted partner for customers, ensuring they derive maximum value from our platform and achieve their desired outcomes.

• Monitor customer health through usage data, NPS, and other key indicators — proactively identifying churn risk, downscaling signals, and growth opportunities such as upsells and win-backs.

• Develop and execute retention and expansion plans in collaboration with the Head of Customer Success, taking ownership of actions within your book of business.

• Own or support the renewal cycle, ensuring timely and successful renewals across your accounts.

• Conduct regular business reviews (QBRs or check-ins) with customers to demonstrate ROI, align on goals, and strengthen the partnership.

• Collaborate cross-functionally with Sales, Technical Engagement, Product, and Support teams to advocate for customer needs, facilitate client relationships, and drive improvements to processes and workflows.

• Maintain data quality in CRM systems and contribute to reporting that supports Customer Success initiatives and decision-making.

• Document and share best practices, playbooks, and customer insights to strengthen the team's collective knowledge.

Qualifications:

• 2-5 years of Customer Success experience (or in a similar client-facing role).

• Previous experience influencing and meeting company revenue goals.

• Prior experience working for a SaaS organization within the IT industry, and/or handling government contracts preferred.

• Great written and verbal communication skills in English.

• High professional proficiency in Chinese is required, preferably Cantonese

We are looking for someone who is:

• Has a strategic commercial mindset with genuine interest in technology and the SaaS landscape.

• Communicates with clarity and confidence, comfortable presenting to and influencing stakeholders at all levels, from C-suite executives to marketing and technical teams.

• Has experience managing the full customer lifecycle, from onboarding and adoption through to renewal and expansion.

• Is confident driving commercial outcomes within a book of business, including renewals, upsells, and mitigating churn risk.

• Takes a data-driven approach, using product usage data, health scores, and SaaS metrics (such as NRR, churn rate, and expansion revenue) to prioritize actions and flag risk early.

• Thrives in cross-functional collaboration, partnering with Product, Support, and Sales to advocate for customer needs and close the feedback loop.

• Manages multiple priorities effectively, with a proactive and self-motivated approach to problem-solving.

• Is skilled in or open to being coached in MEDDPICC.

• Is passionate about delivering an exceptional customer experience.

• Is excited to work in a progressive, global, multilingual, and multicultural organization.

• Is able to work in the APAC time zone, with flexibility for occasional meetings in CET.

Why you'll love working with Queue-it

Global & Collaborative

A workplace enriched by international perspectives (40+ nationalities), fostering teamwork across cultures.

Community

A strong sense of belonging, built through social activities and shared experiences.

Trust

Reflected in both our product and workplace culture. You’re trusted to work in a way that suits you best, following our strength-based approach. We also value your opinions, embracing a typically Danish flat hierarchy across all our offices.

Growth-Oriented

We prioritize professional development, open communication, and opportunities to thrive.

About the office

You will play a key role in our crucial office and presence in Tokyo and work from a co-working space, alongside a handful of highly competent colleagues.