Senior Customer Success Manager (AI)

Location: Tokyo, Japan (flexible hybrid arrangement). Eligibility also requires being legally permitted to work in Korea.

Company

hirify.global provides AI-powered experience orchestration technology connecting people, systems, data, and AI for more than 8,000 organizations worldwide.

What you will do

• Manage a portfolio of enterprise customers as the primary business contact throughout their customer experience transformation journey.
• Define customer success plans linked to business value drivers, success criteria, KPIs, product adoption, and measurable outcomes.
• Lead executive business reviews, account planning, customer advocacy, references, and customer events.
• Identify cross-sell and upsell opportunities across the hirify.global solution portfolio and partner base.
• Coordinate Technical Account Management, Professional Services, Renewal Management, and Sales activities across the customer lifecycle.
• Drive adoption, retention, expansion, and long-term value realization for hirify.global Cloud CX and related AI capabilities.

Requirements

• 8+ years of experience in technology-related consulting and enterprise account management.
• Bachelor’s degree in a technology- or business-related field.
• Experience with call centers, BPOs, service providers, or related customer organizations.
• Strong relationship-building, presentation, interpersonal, leadership, prioritization, and multitasking skills.
• Experience with PowerPoint, Excel, Word, Salesforce, Gainsight, online communities, and social media platforms.
• Native or fluent Japanese and business-level English are required; legal permission to work in Korea is required.

Nice to have

• Familiarity with the customer experience industry and related technology.
• Technical aptitude in telecom, AI, and software technologies.

Culture & Benefits

• Flexible-first working culture within a global organization.
• Mentorship, learning programs, leadership development, and education support.
• Paid volunteer time, August Free Fridays, well-being resources, and regionally tailored employee and family programs.
• AI-powered technology used by more than 8,000 organizations worldwide.

Hiring process

• Application review by Talent Acquisition and the hiring team.
• Zoom interview followed by meetings with the hiring manager and interview team.
• Usually no more than five interviews before the final decision.