Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Guiding strategic enterprise customers in Japan through their digital employee experience journey with an accent on adoption, value realization, renewals, and expansion. Focus on building customer success plans, delivering DEX workshops and executive business reviews, and coordinating cross-functional teams to achieve measurable business outcomes.

Location: Tokyo, Japan; hybrid work model balancing office and remote work

Company

hirify.global provides digital employee experience management software that helps IT teams monitor, diagnose, and optimize employee experiences across applications, networks, and endpoints.

What you will do

• Own and execute customer success plans for strategic enterprise accounts, covering adoption, value, communication, processes, and technology.
• Build trusted relationships with CIO organizations, technical teams, executive stakeholders, and partners.
• Guide customers through DEX adoption, deliver workshops, track value, and communicate measurable outcomes.
• Support renewal and expansion strategies by identifying risks, upsell opportunities, and professional services engagements.
• Lead executive business reviews and maintain customer health through regular stakeholder communication.
• Collaborate with Sales, Solution Consulting, Professional Services, Support, Product, and R&D teams while maintaining accurate CRM data.

Requirements

• 7+ years of experience as a Customer Success Manager in the software industry, working with large enterprise accounts and SaaS adoption.
• Experience driving customer success methodologies, value realization, renewals, and expansion.
• Strong business acumen, technical understanding, independence, organization, and ability to manage complex customer situations.
• Ability to build relationships across customer organizations, from technical teams to C-suite executives.
• Strong customer-facing, presentation, written, verbal, and interpersonal communication skills.
• Fluency in Japanese and English, both written and verbal, is required.

Nice to have

• Understanding of IT project delivery lifecycles and digital transformation initiatives.
• Knowledge of IT Operations, ITSM processes, ITIL, or End User Compute and Client Management practices.

Culture & Benefits

• Permanent employment contract with a competitive compensation package.
• Hybrid work model with structured onboarding for new hires.
• Medical, life, and accident insurance coverage.
• Flexible hours, vacation plan, and three company-paid volunteer days.
• Commuting allowance and paid caregiver leave.
• Access to professional training platforms and employee referral bonuses.