Senior Customer Success Manager (SaaS/AdTech)

TL;DR

Senior Customer Success Manager (SaaS/AdTech): Building and optimizing client relationships to help Japanese brands maximize value from the hirify.global customer engagement platform, with an accent on driving renewals, retention, and feature adoption. Focus on providing strategic and technical guidance, proactively analyzing product usage, and advocating for customer needs to influence product development.

Location: Hybrid in Tokyo, Japan

Company

hirify.global is a leading customer engagement platform that empowers brands to Be Absolutely Engaging.

What you will do

• Own client renewals, retention, and net retention targets for your customers.
• Serve as the main point of contact and trusted advisor, partnering with Account Executives for commercial alignment.
• Drive feature adoption by creating shared Success Plans and providing strategic/technical guidance.
• Proactively analyze customer product usage to identify opportunities and mitigate risks.
• Build strong customer relationships to drive advocacy and contribute to product development with feedback.
• Provide ongoing education and identify new hirify.global features to maximize product usage and upsell opportunities.

Requirements

• Proven track record in customer success, with 2-5 years of relevant experience.
• Excellent written and verbal communication skills in Japanese, and business proficient English.
• Experience successfully managing complex accounts with multiple stakeholders and competing priorities.
• Domain knowledge in two or more of: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, or Marketing Analytics.
• Passion for customer success and high intellectual curiosity.
• Strong time management and teamwork skills.

Culture & Benefits

• Competitive compensation, potentially including equity, and retirement plans.
• Flexible paid time off and comprehensive benefit plans covering medical, dental, vision, life, and disability.
• Family services including fertility benefits and equal paid parental leave.
• Professional development supported by formal career pathing, learning platforms, and a yearly stipend.
• A curated in-office employee experience designed for community, team connections, and innovation.
• Opportunities to give back to the community and Employee Resource Groups, fostering a collaborative and transparent culture.