Customer Success Manager

Location: Tokyo, Japan; hybrid work

Company

hirify.global develops smart solutions that help organizations, employees, customers, and partners work more effectively.

What you will do

• Manage relationships and customer satisfaction for assigned named accounts, acting as the primary client contact.
• Develop and execute customer success plans, including field studies, value assessments, and customer health analysis.
• Negotiate service contract renewals, support upselling, and contribute to revenue and cost-reduction goals.
• Coordinate delivery of client solutions, custom features, add-ons, service plans, and new product launches.
• Run customer and partner meetings, monitor SLAs, KPIs, and quality standards, and recommend service improvements.
• Analyze product adoption issues, resolve escalations, represent customer needs internally, and coordinate cross-functional teams.

Requirements

• Bachelor’s degree in any field is preferred.
• At least 5 years of experience in a sales or commercial environment within the technology industry.
• Basic English communication is required for collaboration with stakeholders outside Japan.
• Analytical thinking, quick learning, problem-solving, organizational, and communication skills.
• Project management ability and experience building strong internal and external relationships.
• Ability to prioritize varied tasks and adapt to a rapidly evolving environment.

Nice to have

• Experience using AI tools.

Culture & Benefits

• Hybrid work and adaptable hours.
• Summer Flex Fridays and Focus Fridays.
• Annual companywide well-being day.
• Collaborative culture focused on innovation, inclusion, learning, and professional growth.