About {company}
{company} is a leading cross-border payment gateway for Japan. We power payments for companies like the video game distribution platform Steam and the popular mobile app TikTok.
International at our core
Our founder is Canadian, and about 50% of our employees are non-Japanese. In the engineering team, we use English as our common language, and many people are bilingual throughout the company. Being an international company, we know the importance of bilingualism. We offer all employees a choice between English and Japanese lessons. We hire international professionals who are not yet based in Japan.
Remote work and flextime available
At {company}, we embrace remote work, and you can work remotely from anywhere. We still have an office which you can use if you'd like to, but we don't mandate you come to it.
You have the flexibility to set your work schedule, provided you work during the mandatory core hours, meet the total monthly work hours, and complete your job duties and responsibilities. When you're working outside of Japan, we offer some additional flexibility but are still looking for some overlap with Japanese business hours.
Description
We are seeking a seasoned Customer Success leader to build our Customer Success function. As a Manager of Customer Success team, you will play a crucial role in ensuring our customers achieve their goals and maximize their satisfaction with our products and services.
Responsibilities
As a Manager, Customer Success, you will play a leading role in planning and executing programs to ensure our customers achieve their goals and maximize their satisfaction with our products and services.
- Plan and execute customer success programs and initiatives to help achieve customers' business objectives through the usage of our products and services.
- Collect and analyze Voice of Customer (VoC) and proactively solve for both the customer's and their own company's success. Collaborate with internal departments to propose improvements and lead solutions.
- Build and maintain strong relationships with customers, acting as a trusted advisor and advocate for their needs.
- Conduct check-ins and business reviews with customers to ensure their satisfaction and identify opportunities for upselling or cross-selling.
- Provide training and guidance to customers to help them optimize their use of our products and services by leveraging data.
- Monitor and analyze customer usage and engagement data to identify trends and patterns.
- Enable {company} payment gateway to customers (merchants) by reviewing their applications, removing their concerns, and addressing questions.
- Spearheading the establishment and growth of a dedicated Customer Success team.
Requirements
- Prior experience leading a customer success team in the financial services or software industry.
- Excellent communication and interpersonal skills, with the ability to effectively communicate complex ideas and concepts to customers.
- Strong problem-solving and critical-thinking abilities.
- Ability to manage multiple customer accounts simultaneously while maintaining a high level of customer satisfaction.
- Experience using customer success software or CRM tools is a plus.
Benefits
- Salary increase based on annual performance evaluation.
- Profit sharing (paid twice a year).
- Hybrid system that allows both remote and office work.
- Full social insurance ({insurance_name}).
- Health checkups.
- Sports club privileges.
- Recreation facilities.
- Language training (subsidized lesson fees of {language_training_fee}/month).
- Self-study support (up to {self_study_support_fee} per year).
Estimated salary: ¥{estimated_salary}. For more information about this position, please contact us.
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