Support Spider AF customers through onboarding, product adoption, and regular follow-up. Analyze usage data and health scores to prevent churn, improve retention, create expansion opportunities, and improve Customer Success operations.
About this role
This customer success role supports customers using Spider AF, an ad fraud prevention SaaS product. The position is responsible for increasing customer adoption and growth, preventing churn, and improving Net Revenue Retention. It acts as a strategic business partner rather than providing only reactive support, using a detailed understanding of the product to help customers identify and resolve business challenges.
Day-to-day responsibilities include leading onboarding, increasing product adoption, and conducting regular follow-ups for assigned accounts. The role monitors usage and customer health to detect early signs of churn, then plans and executes proactive retention measures. It also identifies upsell and cross-sell opportunities and prepares proposals that connect Spider AF with customer needs.
The position turns customer data, including usage metrics and health scores, into actionable business insights. It supports continuous improvement through the PDCA cycle and develops, maintains, and monitors KGI and KPI dashboards for the Customer Success department. Additional responsibilities include identifying operational bottlenecks, improving business processes, and designing workflows that can scale. Customer insights are shared with the Product team to support software enhancements.
The posting describes the role as combining customer negotiation, data analysis, and process improvement while helping establish the foundations and frameworks of the Customer Success team. The product context is digital advertising fraud prevention, with Spider Labs describing Spider AF as part of its broader marketing fraud prevention SaaS business.
The position is listed as Senior Customer Success Specialist, Grade S3. It is a full-time, permanent role based at the Minami Aoyama ST Building in Minato-ku, Tokyo, with a hybrid work arrangement. The posting does not state a salary, benefits, required Japanese level, or an explicit visa sponsorship policy. It also lists a company-wide S3 requirement to use AI and other technologies to optimize and streamline work.
This is an AI-generated summary of the employer's original posting — details can be incomplete, out of date or simply wrong. Always confirm everything on the official posting before applying.
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