Customer Success and Business Development Manager

About Pragma and FirstLook

Pragma builds software that helps game studios create great games and lasting relationships with their players. FirstLook helps studios run playtests, understand their audiences, and build engaged player communities. Our work connects game developers, players, and creators, with the goal of helping great games find and grow their audiences.

Location: Japan, remote
Coverage: Asia Pacific, with a focus on Japan
Employment: Full time

About the role

We are looking for a Customer Success and Business Development Manager based in Japan to support and grow our relationships with game studios across APAC.

Customer success is the primary focus of this role. You will be the trusted partner for studios using FirstLook, helping them get started, adopt the product, plan successful playtests and launches, and see clear value over time. You will also help grow the business by identifying expansion opportunities, building relationships with prospective studios, and supporting discovery, demos, and commercial conversations.

You should enjoy both sides of the relationship: helping existing customers succeed and introducing new studios to what we can do. We want our customers to feel that you are part of their team, with the curiosity to understand their goals and the follow through to help them reach them.

What you will do

Customer success and account management

• Own relationships with a portfolio of game studios across APAC, with particular focus on Japan.
• Lead onboarding, product walkthroughs, and success planning, connecting each studio's goals to practical next steps and measurable outcomes.
• Help studios prepare for playtests, alphas, betas, launches, and ongoing player engagement programs.
• Drive product adoption through regular check ins, training, and proactive recommendations tailored to each studio.
• Answer product questions, coordinate troubleshooting, and work with technical teammates to resolve issues and keep customers informed.
• Monitor customer health, satisfaction, and usage. Identify risks early and own the follow through needed to improve the relationship.
• Support renewals and account growth by demonstrating value and identifying additional needs we can address.
• Bring clear customer feedback and regional insights to Product, Engineering, and the broader commercial team.

Business development and regional growth

• Build relationships with game studios, publishers, and relevant partners across APAC through targeted outreach, referrals, and industry events.
• Qualify opportunities and lead discovery conversations and product demos that connect studio needs to the right capabilities.
• Work with the sales team on proposals, pricing discussions, and closing opportunities, setting clear expectations and ensuring a smooth transition into onboarding.
• Keep account plans, customer notes, opportunities, and next steps current in our CRM.

What we are looking for

• Experience in customer success, account management, partnerships, or business development, ideally serving game studios or selling software to businesses.
• A track record of building trusted customer relationships and helping customers achieve meaningful outcomes.
• Comfort with commercial conversations, including renewals, expansion, prospect discovery, and new business opportunities.
• Based in Japan, with an understanding of local business practices and the ability to support customers across APAC.
• Professional proficiency in Japanese, plus English for collaboration with our global team.
• The ability to learn a software product deeply, explain it clearly, and work with technical teammates on customer questions.
• Strong organization, clear written communication, and the ability to manage several customers and priorities independently.
• A proactive approach to solving problems and following through on commitments.

Helpful experience

• Relationships with game studios or publishers in Japan and other APAC markets.
• Experience with playtesting, game publishing, community management, player engagement, or creator programs.
• Experience supporting software adoption and maintaining account and pipeline information in a CRM.

Why join us

You will help shape how we serve game studios in APAC, with direct influence on customer outcomes, regional growth, and product feedback. This is an opportunity to build lasting relationships across the games industry while working closely with a global team.

We offer remote work and competitive compensation for the relevant market. Benefits vary by country and employment arrangement.

- Experience in customer success, account management, partnerships, or business development, ideally serving game studios or selling software to businesses. - A track record of building trusted customer relationships and helping customers achieve meaningful outcomes. - Comfort with commercial conversations, including renewals, expansion, prospect discovery, and new business opportunities. - Based in Japan, with an understanding of local business practices and the ability to support customers across APAC. - Professional proficiency in Japanese, plus English for collaboration with our global team. - The ability to learn a software product deeply, explain it clearly, and work with technical teammates on customer questions. - Strong organization, clear written communication, and the ability to manage several customers and priorities independently. - A proactive approach to solving problems and following through on commitments.