Sr. Customer Success Manager (AI)

TL;DR

Sr. Customer Success Manager (AI): Managing a portfolio of enterprise customers to transform their customer experience through AI-powered Experience Orchestration with an accent on adoption, retention, and continuous value realization. Focus on developing actionable Customer Success Plans, conducting Executive Business Reviews, and identifying strategic growth opportunities.

Location: Tokyo, Japan. Must be legally permitted to work in Japan

Company

hirify.global provides an AI-powered Experience Orchestration platform that empowers organizations to deliver personalized customer and employee experiences at scale.

What you will do

• Manage a portfolio of enterprise customers as the primary business point of contact with high-touch engagement.
• Develop and execute Customer Success Plans and KPIs to ensure measurable business outcomes.
• Identify and develop upsell and cross-sell opportunities across the hirify.global solution portfolio.
• Establish a regular cadence of Executive Business Reviews to track progress against business objectives.
• Drive customer advocacy and referenceability through community engagement and event management.
• Collaborate with Technical Account Managers, Professional Services, and Sales to orchestrate the customer lifecycle.

Requirements

• 8+ years of experience in technology-related fields, including consulting and enterprise account management.
• Bachelor's Degree in a technical or business-related field.
• Native or Fluent Japanese language proficiency.
• Business level English proficiency (written and speaking).
• Legal authorization to work in Japan.
• Proficiency with CRM tools like Salesforce and Gainsight.

Nice to have

• Familiarity with CX industry and technology.
• Experience working within call centers, BPO, or service provider environments.

Culture & Benefits

• Culture based on empathy and collaboration.
• High level of independence and ownership over work.
• Competitive benefits and perks similar to large tech corporations.
• Opportunity to work with a global team of over 6,000 employees.