Lead inside-sales planning and operations for freee’s SaaS products, develop team members, manage hiring and performance, and improve customer handoffs with marketing and field sales.
About this role
This is a full-time, mid-career position based in Tokyo within freee’s Customer Success organization, which serves as a primary point of contact between the company and its users. The role supports both customer value and business growth by developing strategies for customer success and support and helping execute those strategies.
Responsibilities include planning business strategy and business plans using SaaS metrics and P/L information; analyzing performance to identify investment areas and optimize staffing; designing KPIs and building the infrastructure needed to track them; preparing reports for management; and planning and managing other important projects. The role also involves aligning the Customer Success strategy with company-wide strategy, establishing operations, managing project progress and issues, and creating a foundation for execution.
Required capabilities include logical thinking that identifies the essence of an issue, ownership of work and the ability to run PDCA independently, communication skills for collaboration with a team, and basic knowledge of data analysis, including financial modeling in Excel.
Preferred experience includes strategy consulting, IT consulting, investment banking, corporate planning, or business planning. The posting also welcomes at least five years of consulting experience, at least five years in corporate or business planning at an operating company, at least four years of internal project promotion experience, and leadership that can involve stakeholders and drive initiatives.
freee provides integrated cloud software for small businesses and individuals, including accounting, human resources and labor management, sales management, tax filing, and electronic signatures. The Customer Success team considers how to optimize customer support and success investment as the number of users and services grows. The company describes a flat discussion culture and development support based on assignments, goal setting, and feedback, with quarterly evaluation and feedback cycles. Online interviews are available.
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