Lead customer-support operations for Smaregi products, improve response quality and self-service content, and develop processes for retention and support teams.
About this role
The department-head candidate leads a newly established customer-success organisation at Smaregi. The company’s store-focused products include its cloud POS, Smaregi Time Card and PAYGATE payment service. The role supports existing customers while expanding use through upselling and cross-selling.
Responsibilities cover planning and executing customer-success strategy to reduce churn, improve net revenue retention and increase customer lifetime value. The manager recruits, develops, evaluates and sets goals for a team of around three to ten people. Customer feedback is consolidated for engineering to guide feature improvements.
Applicants need around three years of practical customer-success experience. They must have led a strategy from planning through execution and have management experience that includes recruitment, education and evaluation. All three conditions are required.
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