Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing and growing relationships with enterprise clients in Japan for the Font Management Platform with an accent on product adoption, account health, and long-term value realization. Focus on driving renewals, identifying expansion opportunities, and coordinating cross-functional teams to ensure seamless customer experiences.

Location: Tokyo, Japan (Onsite)

Company

hirify.global helps global 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 accounts in Japan.
• Lead customers through onboarding, product training, and ongoing platform optimization.
• Monitor account health and usage trends to proactively identify risks and growth opportunities.
• Develop and execute customer success plans to ensure measurable business outcomes.
• Partner with Sales to identify and drive expansion, upsell, and cross-sell opportunities.
• Manage escalations and coordinate with internal teams to ensure timely resolution.

Requirements

• Native-level Japanese proficiency required.
• Business-level English proficiency required.
• 2–3+ years of experience in Customer Success, Account Management, or similar customer-facing roles.
• Proven ability to manage multiple enterprise accounts and internal stakeholders effectively.
• Experience using data and engagement metrics to guide customer strategy.
• Ability to travel to customer sites for meetings and training (approx. 20–30%).

Nice to have

• Experience in software, technology, publishing, media, or creative industries.
• Experience with CRM systems such as Salesforce.
• Background in supporting strategic or enterprise-level customers.

Culture & Benefits

• Opportunity to work with world-renowned brands on visual identity and font technology.
• Collaborative environment working across Sales, Product, and Support teams.
• Role focused on operational efficiency and brand governance for creative environments.