Sr. Manager, Customer Success (SaaS)

TL;DR

Sr. Manager, Customer Success (SaaS): Leading a team of Customer Success Managers across Japan and APAC to drive customer outcomes, product adoption, and long-term partnerships with an accent on retention and expansion. Focus on scaling high-performing teams, managing enterprise-level stakeholders, and influencing product direction based on market feedback.

Location: Based in Tokyo, Japan

Company

hirify.global is a leading AI-powered customer communications platform transforming how businesses interact with their customers through real-time insights and automation.

What you will do

• Build, manage, and mentor a high-performing team of CSMs across Japan and APAC.
• Act as the executive leader for customer satisfaction and retention, managing key stakeholder relationships.
• Drive measurable customer outcomes, product adoption, and identify expansion opportunities.
• Monitor customer health, mitigate risks, and lead the resolution of escalations.
• Collaborate with Sales, Marketing, Product, and Engineering to influence product strategy based on market feedback.
• Define and track key KPIs related to growth, retention, and customer health.

Requirements

• 8+ years of experience in Customer Success, Account Management, or similar customer-facing roles.
• 5+ years of people leadership experience with a track record of scaling teams.
• Business-level fluency in both Japanese and English (written and verbal).
• Deep understanding of SaaS business models and customer lifecycle management.
• Experience managing enterprise-level customers and driving value realization.
• Proficiency with CRM and CS tools such as Salesforce, Gainsight, or Zendesk.

Culture & Benefits

• Competitive benefits and perks package.
• Robust training programs focused on professional development.
• Inclusive and vibrant office environment designed for collaboration.
• Culture recognized as a certified Great Place to Work.