Customer Success Specialist - Governance product; GovernOn

Customer Success Specialist - Governance product (Govern On)

About the role

As a Customer Success Specialist for our Governance product (Govern On), you will work closely with our clients to help them adopt and fully capture the value of our platform. You will lead the onboarding and initial setup for new customers, provide tailored consultation support for customers to solve their pains in governance, and manage the relationship with customers as they ensure successful adoption of the Govern On platform.

Leveraging your legal expertise and understanding of corporate law practices, you will work closely with in-house legal teams—most often General Counsel, Corporate Secretaries, General Affairs department, and their supporting teams—to help clients accurately map governance data, optimize workflows, and unlock the full value of our platform. You will collaborate with our Customer Success, Product, and Sales teams to deliver a seamless client experience, expand client relationships, and contribute to the growth of our Governance business.

• Clearly understand the client’s governance structure and workflows based on governance workflow knowledge.
• Interpret and extract legally relevant data from corporate documents (company registrar documents, etc.) and map it accurately into the Govern On platform.
• Provide practically informed guidance that builds client trust and supports long-term partnership.

• Lead onboarding projects for new enterprise clients, ensuring a structured, efficient, and timely implementation.
• Design onboarding plans, coordinate stakeholders, and deliver training that accelerates product adoption.
• Ensure the solution configuration aligns with each client’s corporate structure and governance practice.

• Support clients throughout their lifecycle with proactive check-ins, responsive communication, and issue resolution.
• Drive product usage, deepen engagement, and promote best practices to maximize client value.
• Organize webinars, workshops, and training sessions to educate client teams and strengthen retention.

• Identify upsell opportunities within existing accounts and partner with Sales where needed to expand usage or introduce additional services.

• Collaborate with Product to communicate client needs and suggest enhancements that improve platform usability and compliance.
• Partner with Sales to ensure unified, high-quality client outcomes throughout implementation and support.
• Identify processes suitable for automation and help implement workflow improvements across CRM and internal systems.

• Knowledge related to corporate governance (e.g., board management)
• Strong understanding of corporate law, entity management, governance documents, and regulatory frameworks.
• Ability to interpret complex corporate structures and translate them into scalable workflows within the platform.
• Fluent in Japanese, business level of English.

• Licensed attorney in Japan
• 3+ years of experience in a fast‑paced environment such as financial institutions, audit advisory, in‑house legal department, corporate planning division, general affairs division, corporate secretary division or a related field, OR 2+ years of experience as an attorney at law or paralegal.
• Bachelor or Master in Law
• Experience working directly with clients; AI experience is a strong plus.
• Strong project management skills with the ability to manage multiple onboardings and client relationships in parallel.
• Excellent communication skills with the ability to explain legal concepts clearly and deliver actionable guidance.
• Creative, analytical mindset with comfort using metrics, data, and structured processes to drive success.
• Technical aptitude, familiarity with automation tools, and a continuous improvement mindset.
• Choice of laptop:
  Mac or Windows (Mac with US keyboard available)
• Access to generative AI tools:
  ChatGPT Enterprise, Notion AI, Gemini for Google Workspace, Slack…