Manager, Customer Success (MarTech)

Location: Tokyo, Japan

Company

hirify.global provides a customer engagement platform with cross-channel messaging, journey orchestration, AI-powered decisioning, and personalized customer experiences.

What you will do

• Manage, coach, retain, hire, onboard, and develop a high-performing team of Customer Success Managers.
• Own the Japan customer book of business and team KPIs across platform adoption, gross and net renewal, expansion, and customer advocacy.
• Analyze accounts to mitigate churn risks, identify growth opportunities, and support commercial outcomes with Sales Leadership.
• Build relationships with senior customer executives and ensure customers achieve ongoing value from hirify.global.
• Serve as the senior escalation point for critical account issues and advocate for customer use cases with Product, Engineering, and other teams.
• Guide platform adoption and technical integration across the customer lifecycle while improving Customer Success operations.

Requirements

• 3+ years of experience managing or mentoring staff, with a record of inspiring teams, driving individual growth, and exceeding KPIs.
• 5+ years of experience in Customer Success, Account Management, Consultancy, or MarTech.
• Experience managing clients across their lifecycle and strong project management skills.
• Technical proficiency in two or more of SaaS, Mobile, APIs, Marketing Automation, Analytics, or HTML/programming basics.
• High intellectual curiosity and passion for continuous learning, process optimization, and team development.
• Exceptional written and verbal communication, follow-through, and attention to detail.
• Strong interpersonal and problem-solving skills for building trusted relationships with senior customer executives, cross-functional stakeholders, and internal leadership.
• Collaborative, team-first mindset.
• Business fluency in both Japanese and English, spoken and written.

Culture & Benefits

• Collaborative, transparent, inclusive, and team-oriented culture with an emphasis on autonomy, accountability, continuous learning, and work-life harmony.
• Competitive compensation that may include equity, retirement plans, and an Employee Stock Purchase Plan.
• Flexible paid time off and comprehensive medical, dental, vision, life, and disability benefits.
• Fertility benefits, equal paid parental leave, and family services.
• Professional development through career pathing, learning platforms, and a yearly learning stipend.
• Curated in-office experiences, employee resource groups, volunteer opportunities, donation matching, and a company-wide Volunteer Week.

Hiring process

• AI-assisted tools may be used to analyze application materials, schedule and record interviews, and summarize interview notes.
• Recruiting teams remain responsible for hiring decisions; candidates may request an opt-out from AI-assisted application review.