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 full-time role in Tokyo leads customer success strategy for freee’s B2B SaaS products, with a primary mission of improving the churn rate. The position covers strategy development, operating-model design, and execution intended to maximize product value for small businesses and sole proprietors.
The role is responsible for planning and executing a high-touch customer-success strategy. Duties include managing KPIs for the existing high-touch success team, managing the team, and driving initiatives to test and improve its approach. The role also plans and implements services that connect users with professional partners such as tax accountants, designing experiences that provide deeper business support.
User interviews and quantitative data are used to identify customer insights and create a roadmap for churn reduction. The role requires cross-functional project leadership with product managers, marketing, and sales to reduce user concerns and stress through improved product experiences. It also connects user feedback with business outcomes and works with business leaders on initiatives that support growth.
Required experience includes at least two years of practical customer-success experience in a B2B or B2B2C setting, experience building systems or processes within customer success, process design or KPI management, and experience involving multiple stakeholders to drive projects through completion. The posting seeks someone able to balance customer and business perspectives, turn field feedback into initiatives linked to business growth, collaborate across organizational boundaries, and organize ambiguous situations to develop an effective approach even when data infrastructure and established know-how are limited.
Preferred experience includes managing or leading a customer-success organization, success planning or business development in a SaaS business, and planning initiatives based on data analysis or conducting user research. The product context is freee’s integrated cloud software covering accounting, human resources and labor management, sales management, and related back-office operations. The platform is described as serving 380,000 business locations.
The role offers ownership across customer success, product development, and sales strategy, with responsibility spanning problem definition, planning, and execution. The posting states that online interviews are available. No salary, language requirement, visa sponsorship, or remote-work arrangement is stated.
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