Senior Customer Success Manager (SaaS)

Location: Tokyo office, hybrid with 3 days per week in the office. Working hours are 9:00–18:00 with a 1-hour lunch break.

Base salary: ¥11,000,000–¥15,000,000 per year depending on experience, plus variable pay equal to 25% of base salary, on-target earnings of ¥13,750,000–¥18,750,000, and stock options.

Company

hirify.global provides an experience intelligence platform that helps organizations understand customers’ digital journeys and improve digital transformation outcomes.

What you will do

• Manage a portfolio of enterprise customers in Japan from onboarding through adoption, renewal, and expansion.
• Own renewal targets, identify upsell and cross-sell opportunities, monitor customer health, and address churn risks.
• Build relationships with executives and decision-makers and run regular QBRs.
• Lead implementation support, advise customers on using hirify.global data to maximize ROI, and design user training, certification support, and industry-specific workshops.
• Share customer feedback with product teams and contribute to product improvement.
• Share knowledge with and support the development of other team members.

Requirements

• 5+ years of experience in IT or SaaS, including 3+ years in customer success or another customer-facing role.
• Experience managing enterprise customers and driving renewals and expansion.
• Ability to communicate effectively with multiple stakeholders, including senior executives.
• Native-level Japanese is required for customer and Japan-team communication.
• Business-level English is required for meetings with the manager and APJ/global teams, Slack, and documentation.

Nice to have

• Knowledge of web analytics and site optimization, such as GA4 or Adobe Analytics.
• Experience with customer success tools such as Salesforce or Gainsight.
• Experience working at a foreign-owned company.
• Experience mentoring or developing team members.

Culture & Benefits

• Hybrid and remote work policies, with this role requiring 3 days per week in the Tokyo office.
• Weekends and Japanese public holidays off, New Year holidays, and 20 days of paid leave.
• Full social insurance, commuting allowance, wellbeing and home-office allowances, and stock options.
• Parental leave is available from the first day of employment; probation is 6 months.
• Career development, mentorship, virtual onboarding, hackathons, employee resource groups, social activities, and country-specific benefits.

Hiring process

• Submit a Japanese CV or for review.
• Complete recruiter, Japan team, Country Manager, Head of Customer Success APJ, and final leadership interviews, conducted in Japanese, English, or both as specified.
• Complete a case study in Japanese; the final conversation may not be required.