Senior Specialist - Customer Success

TL;DR

Senior Specialist - Customer Success (Customer Success): Managing post-sale customer relationships and driving subscription value for high and mid-value accounts in the energy sector with an accent on customer retention, product adoption, and satisfaction. Focus on delivering tailored success programs, leveraging health metrics, and acting as a trusted advisor to ensure long-term growth and successful outcomes.

Location: Must be based in Tokyo, Japan. This is a hybrid role requiring office presence at least 2 days per week and travel within Japan.

Company

hirify.global is a global data and analytics provider for the renewables, energy, and natural resources industries, enabling customers to make confident decisions through real-time insights.

What you will do

• Build and maintain strong relationships with high and mid-value customer accounts to drive satisfaction and retention.
• Lead customer onboarding, training, and education to ensure rapid product adoption and value realization.
• Monitor customer health scores and proactively develop strategies to mitigate risks and improve outcomes.
• Collaborate with internal sales and account management teams to support contract renewals and service expansions.
• Act as the voice of the customer, providing feedback to internal teams to influence product development and service improvements.
• Conduct quarterly business reviews (QBRs) to communicate insights and assess customer success metrics.

Requirements

• Minimum 3 years of experience in Customer Success or a similar client-facing role.
• Fluent in both English and Japanese (C1 level required for customer liaison).
• Proven track record of managing regional accounts and navigating cultural nuances.
• Strong organizational, presentation, and time management skills.
• Ability to work collaboratively in a hybrid environment and adapt to flexible time zones.
• Basic proficiency in Microsoft Excel and experience with Customer Success platforms like Gainsight or Hubspot.

Nice to have

• Working knowledge of the Energy industry.
• Experience using health metrics to drive measurable customer success outcomes.
• Knowledge of Salesforce.

Culture & Benefits

• Hybrid working model fostering a collaborative office environment.
• Global team structure with opportunities for cross-regional collaboration.
• Commitment to diversity, inclusion, and equal opportunity employment.
• Focus on professional growth, innovation, and customer-centric values.