Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing client renewals, retention, and feature adoption for innovative brands in Japan with an accent on strategic guidance and product usage analysis. Focus on building long-term customer relationships, driving net retention targets, and synthesizing product feedback for development.

Location: Hybrid in Tokyo, Japan

Company

hirify.global is a leading customer engagement platform empowering brands to deliver personalized experiences through its hirify.globalAI platform.

What you will do

• Own client renewals, retention, and net retention targets for assigned customers.
• Act as the main point of contact and trusted advisor for innovative brands in Japan.
• Develop shared Success Plans to drive feature adoption and help clients achieve their business objectives.
• Analyze product usage data to proactively identify account health risks and growth opportunities.
• Conduct Executive Business Reviews and maintain regular strategic communication with stakeholders.
• Collaborate with Account Executives, Technical Support, and Product teams to ensure a seamless customer experience.

Requirements

• 2-5 years of experience in Customer Success, Onboarding, or Project Management.
• Exemplary written and verbal Japanese communication skills.
• Business proficient English.
• Domain knowledge in SaaS, Mobile, APIs, or Marketing Automation.
• Proven track record in managing complex accounts with multiple stakeholders and competing priorities.

Culture & Benefits

• Competitive compensation, including potential equity and Employee Stock Purchase Plans.
• Comprehensive health, dental, vision, and disability benefit plans.
• Flexible paid time off and family services, including fertility and parental leave.
• Professional development support with a yearly learning stipend and formal career pathing.
• Hybrid work environment with a curated in-office employee experience to foster community.