Orca 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.

Powered 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.

We 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.

At 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.

Success 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.

We are looking for someone who is locally credible, internationally oriented, commercially minded, and deeply customer focused.

●     This role reports to the Director of Customer Success.

●     The position must be based in Japan, with regular in-person customer engagement.

●     The role requires close collaboration with Orca AI teams outside Japan across multiple functions and time zones.

●     Domestic travel within Japan and occasional international travel will be required.

Responsibilities

●     Own and grow strategic, long-term customer relationships in Japan, serving as a trusted business partner responsible for customer engagement, satisfaction, retention, and growth.

●     Develop 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.

●     Own the post-sale customer journey, working closely with customers and internal teams to ensure successful implementation, onboarding, training, adoption, and ongoing value realization.

●     Educate 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.

●     Build 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.

●     Serve 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.

●     Act 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.

●     Apply 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.

●     Partner with Sales to support renewals, upsell, cross-sell, and broader fleet expansion opportunities while maintaining a customer-first approach.

●     Contribute 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.