Senior Customer Success Manager (SaaS)

Location: Tokyo, Japan; the role includes regular onsite customer engagement and may involve international travel.

Company

hirify.global provides a SaaS customer engagement platform that helps brands deliver personalized, cross-channel experiences using data, automation, and AI.

What you will do

• Own customer renewals, retention, and net retention targets for a portfolio of Japanese customers.
• Act as the main customer contact and trusted advisor, partnering with Account Executives to maintain strong commercial and customer alignment.
• Build Success Plans, drive feature adoption, provide strategic and technical guidance, and deliver customer education.
• Analyze product usage to identify account health risks, growth opportunities, and potential upsell opportunities.
• Maintain customer relationships through regular check-ins, events, Executive Business Reviews, and onsite engagement.
• Coordinate with Technical Support, Industry Solutions, Deliverability Services, Delivery Managers, and Customer Success Partners to support customers throughout their lifecycle.

Requirements

• Japanese: excellent written and verbal communication skills required.
• Business-proficient English required.
• 2–5 years of relevant experience in Customer Success, onboarding, implementations, project management, or a related area.
• Experience managing complex accounts or projects involving sophisticated clients, multiple stakeholders, and competing priorities.
• Proven customer success experience, strong relationship-building abilities, follow-up skills, and time management.
• Domain knowledge in at least two areas such as SaaS, mobile, APIs, marketing automation, direct marketing, marketing analytics, or programming.

Culture & Benefits

• Collaborative, transparent, inclusive, and action-oriented working environment.
• Hybrid ways of working and a curated in-office experience focused on community and team connections.
• Competitive compensation, potentially including equity, retirement plans, and an employee stock purchase plan.
• Flexible paid time off and comprehensive medical, dental, vision, life, and disability benefits.
• Family services, fertility benefits, equal paid parental leave, professional development support, and an annual learning stipend.
• Employee Resource Groups, volunteer opportunities, donation matching, and a workplace recognized by Great Place to Work.

Hiring process

• AI-assisted tools may be used to review application materials, schedule and record interviews, and summarize interview notes.
• Recruiting teams remain involved in hiring decisions, with possible rights to request information, opt out, or request manual review depending on location.