Manager, Customer Success Japan (SaaS)

TL;DR

Manager, Customer Success Japan (SaaS): Develop and implement strategies to align the Japan Customer Success organization with company goals around adoption, retention, and expansion with an accent on leading a team of 8+ CSMs and driving operational excellence. Focus on cross-functional collaboration, customer engagement, KPI/OKR systems, and maximizing net dollar retention across a multi-million dollar book of business.

Tokyo, Japan - Hybrid: in-office Mondays, Tuesdays, and Thursdays required

Company

hirify.global is an all-in-one workspace connecting docs, notes, projects, calendar, and email with built-in AI to help teams save time and money.

What you will do

• Develop strategies aligning Japan CS with company goals on adoption, retention, and expansion
• Lead and develop a team of 8+ CSMs across Scaled and Dedicated motions
• Collaborate with Sales, Solutions Engineering, and Professional Services for seamless onboarding and customer journey improvements
• Drive executive relationships, gather feedback for product improvements, and advocate for Japan customers
• Build KPI/OKR systems, monitor health metrics, and enable data-driven decisions
• Optimize processes using CS platforms to improve efficiency and business impact

Requirements

• 3+ years leading Customer Success or GTM functions in fast-growing SaaS, focused on post-sales
• Experience managing diverse segments from Commercial to Mid Market and cross-functional collaboration
• Strong leadership to attract, inspire, develop, and retain top talent
• Customer-centric mindset with passion for business priorities and value sources
• Data-driven with ability to set performance indicators and operational rigor
• Growth mindset, adaptability in changing environments, and curiosity about AI tools

Culture & Benefits

• In-person collaboration essential with Anchor Days (Mondays, Tuesdays, Thursdays) in office
• Global, diverse team representing customer base
• Equal opportunity employer committed to accommodations and non-discrimination