Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing and growing relationships with enterprise customers in Japan to ensure adoption and long-term value of the Font Management Platform with an accent on onboarding, account health monitoring, and retention. Focus on driving product adoption, identifying expansion opportunities, and coordinating internal teams to reduce churn.

Location: Tokyo, Japan. Occasional travel to customer sites (20–30%) required.

Company

hirify.global helps some of the world’s most recognizable brands manage, protect, and scale their visual identity through font and brand asset technology.

What you will do

• Serve as the primary post-sales contact for a portfolio of enterprise customer accounts in Japan.
• Lead customers through onboarding, product adoption, training, and ongoing platform usage.
• Monitor customer engagement, usage trends, and account health to proactively identify risks.
• Develop and manage customer success plans to achieve measurable outcomes.
• Partner with Sales to identify expansion, upsell, and cross-sell opportunities.
• Collaborate with Product, Renewals, and Support teams to improve the platform roadmap.

Requirements

• 2–3+ years of experience in Customer Success, Account Management, or a customer-facing role, preferably in SaaS.
• Experience supporting enterprise or strategic customers.
• Native-level Japanese and Business-level English.
• Ability to use customer data, engagement metrics, and usage trends to guide strategy.
• Experience with CRM systems such as Salesforce.

Nice to have

• Experience in software, technology, publishing, media, advertising, design, branding, or creative industries.

Culture & Benefits

• Work in a fast-paced, global environment.
• Opportunity to work with world-renowned brands on visual identity and brand asset technology.
• Impactful role focused on improving brand consistency and operational efficiency for enterprise clients.