Senior Customer Success Manager

Location: Tokyo, Japan; hybrid work with likely onsite customer meetings and possible international travel.

Company

hirify.global provides a SaaS customer engagement platform that uses cross-channel messaging, journey orchestration, AI-powered decisioning, and personalized experiences to help brands improve customer relationships and business value.

What you will do

• Own customer renewals, retention, and net retention targets for assigned accounts.
• Serve as the main customer contact and trusted advisor for innovative brands in Japan.
• Build shared Success Plans, drive feature adoption, and provide strategic guidance, technical guidance, enablement, and day-to-day advice.
• Analyze product usage to identify account health risks, growth opportunities, unused features, and upsell opportunities.
• Maintain regular customer engagement through communications, check-ins, events, and Executive Business Reviews, while building advocacy and collecting product feedback.
• Coordinate with Account Executives, Technical Support, Industry Solutions, Deliverability Services, Delivery Managers, and Customer Success Partners to support customers from onboarding through ongoing activity.

Requirements

• Proven track record in customer success and 2–5 years of relevant experience in Onboarding, Customer Success, Implementations, Project Management, or a related area.
• Excellent written and verbal communication skills in Japanese and business-proficient English.
• Experience successfully managing complex accounts or projects involving sophisticated clients, multiple stakeholders, and competing priorities.
• Domain knowledge in at least two of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, or Programming such as HTML.
• Excellent time management, follow-up, relationship-building, listening, and communication skills.
• Ability to work collaboratively, act as a team player, show intellectual curiosity, and help customers achieve their objectives.

Culture & Benefits

• Hybrid ways of working designed to support work-life harmony.
• Competitive compensation, retirement benefits, 401K or corporate defined contribution pension, and an Employee Stock Purchase Plan.
• Flexible paid time off, medical support, family-forming and parental benefits, and other comprehensive benefit plans.
• Professional development through learning platforms, learning-cost support, coaching, counseling, career pathing, and a yearly learning stipend.
• Collaborative and transparent culture with employee resource groups, volunteer opportunities, team-building activities, office lunches, and a curated in-office experience.
• Employment benefits vary by location and are confirmed with the offer.

Hiring process

• AI-assisted tools may analyze application materials and support interview scheduling, recording, and note summarization.
• Recruiting teams remain responsible for hiring decisions; candidates may opt out of AI-assisted application review.