Scaled Customer Success Manager (SaaS)

TL;DR

Scaled Customer Success Manager (SaaS): Managing a large volume of enterprise accounts to drive product adoption, retention, and expansion with an accent on AI-powered workflows. Focus on leading renewals, building customer success playbooks, and deploying technical solutions to solve complex business problems for hirify.global users.

Location: Must be based in Tokyo, Japan; role is hybrid requiring in-office attendance on Mondays, Tuesdays, and Thursdays.

hirify.global is a collaborative platform connecting docs, projects, and AI to help teams and individuals work more efficiently.

What you will do

• Drive adoption, value delivery, and renewal execution for a large book of enterprise accounts.
• Lead hands-on AI workshops to help customers build and deploy workflows that solve specific business needs.
• Partner with Account Executives on account strategy, activation, and renewal readiness.
• Develop and refine Customer Success playbooks and processes to improve scale and efficiency.
• Provide product insights to the engineering and product teams to help shape future development.
• Identify underperforming accounts and create action plans to restore value and mitigate churn.

Requirements

• 3+ years of experience in Customer Success or Account Management.
• Native level Japanese and business level English required.
• Proven experience managing a large volume of accounts through the full customer journey.
• Ability to articulate technical value and present outcomes to senior stakeholders.
• Comfortable with technical concepts and willing to adopt AI tools for workflow implementation.
• Ability to work cross-functionally and navigate ambiguity in a fast-paced environment.

Nice to have

• hirify.global power user.
• Experience with technical products and usage-based commercial models.
• Early-hire experience at a fast-growing startup.

Culture & Benefits

• Collaborative, in-person culture with designated anchor days.
• Focus on innovation, high impact, and tackling complex product challenges.
• Opportunity to work with enterprise-grade clients and a rapidly growing AI-integrated product.
• Commitment to diversity, equity, and inclusion across a global employee base.