Customer Success Manager / Head of Customer Success Candidate

REGALI is hiring a Customer Success Manager and potential head of customer success for LEEEP, a customer-experience platform used by more than 2,100 sites. The role is a player-manager position combining direct customer support with the design and management of the broader CS organization.

The role supports onboarding, product adoption, and business outcomes for multiple large e-commerce customers. Responsibilities include proposing ways to use LEEEP based on each customer's business issues and operating structure, understanding usage after implementation, promoting continued use, building long-term relationships, negotiating with business leaders and decision-makers, collecting customer feedback, and connecting it to product improvement. The position also involves coordinating projects with customer business owners, site-construction companies, system vendors, internal sales and engineering teams, and external partners. Offline meetings and events may be used for relationship building.

Organizational responsibilities include designing, operating, and improving KPIs and health scores; standardizing onboarding and adoption-support processes; accumulating and using customer information and knowledge; establishing opportunity-management and escalation flows; designing support policies by customer segment; improving processes with AI and other tools; and monitoring CS goals and indicators. The role also includes setting goals for members, coaching them, managing opportunities, reviewing customer responses and proposals, coordinating with sales, engineering, and executives, and planning and operating customer-community and online or offline events.

The successful candidate is expected to create a repeatable customer success team while directly supporting customer results through LEEEP. The posting does not specify formal education, years of experience, salary, or a required Japanese proficiency level. It names HubSpot, Zoom, Circleback, Slack, Chatwork, Notion, Google Workspace, ChatGPT, Claude, and Gemini as tools used by the organization.

The CS team currently has two members and works with sales, engineering, and company leadership. After joining, the person first learns the product and customer operations through player responsibilities. Around three months, the expected progress is understanding LEEEP and customer work, taking primary responsibility for some accounts, and building trust with internal colleagues. Around six months, the person is expected to lead the CS team across customer support and management and advance priority organizational systems, with timing adjusted according to experience and circumstances.

The position is based at the Tokyo headquarters in Shibuya. The posting states that employees are generally expected to work in the office for the first one to two months, after which hybrid work with two to three office days per week is possible. Interviews are online or in person, and at least one of the first or final interviews is conducted in person. The company states that its internal common language is Japanese.