Customer Success Manager (SaaS)

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

Company

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

What you will do

• Own and execute customer success plans for strategic enterprise customers and partners in Japan across people, processes, technology, communication, and value.
• Act as a trusted advisor to CIO organizations and senior stakeholders, guiding customers through DEX adoption and value realization.
• Deliver DEX workshops, executive business reviews, and ongoing guidance on customer journeys and measurable outcomes.
• Track customer health, value, renewals, risks, and expansion opportunities, including professional services, upsell, and cross-sell initiatives.
• Collaborate with Sales, Solution Consulting, Professional Services, Support, Product, R&D, and Marketing teams to drive customer outcomes.
• Maintain accurate CRM data and share customer feedback and best practices across the hirify.global ecosystem.

Requirements

• 7+ years of experience as a Customer Success Manager in the software industry, working with large enterprise accounts and successful SaaS adoption.
• Ability to drive the DEX Methodology across people, processes, technology, communication, and value to ensure adoption and value realization.
• Strong business acumen, creative and pragmatic problem-solving skills, and the ability to work independently with sound judgment.
• Technical background or strong technological aptitude, including the ability to learn hirify.global products, services, technologies, and business.
• Ability to manage, guide, and build rapport across the customer hierarchy, from technical teams to the C-suite.
• Excellent written, oral, interpersonal, customer-facing, presentation, and senior-leader communication skills.
• Organized and structured approach, with the ability to facilitate difficult or complex situations and drive results.
• Fluency in Japanese and English, written and verbal, is required.

Nice to have

• Understanding of the IT project delivery lifecycle and digital transformation initiatives.
• Strong understanding of IT Operations, ITSM processes including ITIL, or End User Compute and Client Management practices.

Culture & Benefits

• Permanent employment contract and competitive compensation package.
• Hybrid work model with a structured approach for new hires to support connection and onboarding.
• Top-up medical insurance, life and accident insurance, commuting allowance, and flexible hours.
• Vacation plan, three company-paid volunteer days, and paid caregiver leave.
• Free access to professional training platforms and bonuses for successful employee referrals after three months of continuous employment.
• International, collaborative environment with employees across five continents and more than 75 nationalities.