Manage Spider AF accounts through onboarding, adoption, retention, and expansion. Analyze customer data, improve CS processes, and relay needs to the Product team in a hybrid Tokyo role.
About this role
The Senior Customer Success Specialist works with customers using Spider AF, an advertising fraud prevention tool, to identify and resolve business issues after implementation. The role focuses on customer retention and growth, including preventing churn and improving net revenue retention (NRR), while serving as a business partner rather than handling only routine inquiries.
Day-to-day responsibilities include customer onboarding, adoption support, and regular follow-up. The specialist detects and addresses signs of potential churn, plans and executes retention measures, and creates and proposes opportunities for upselling and cross-selling by connecting the product with customer needs.
The role uses customer data, including product usage information and health scores, to develop business insights and run improvement initiatives through a PDCA cycle. It also includes building and monitoring KGI and KPI dashboards for the Customer Success function, identifying issues in business processes, improving them, and designing operational systems. Customer insights are shared with the product team as feedback for product development and improvement.
As part of the company-wide S3 expectations, the specialist uses AI and other technologies to optimize and improve their own Customer Success work. Successful examples and practical knowledge about these applications are shared within the team to support productivity improvements across the department.
Spider Labs is described in the posting as a global SaaS startup focused on marketing fraud prevention and digital advertising fraud prevention. The position is a full-time role classified as Senior Specialist, grade S3. The work location is the company’s Minami-Aoyama office in Minato, Tokyo, under a hybrid arrangement with two days in the office and three days working from home.
This is an AI-generated summary of the employer's original posting — details can be incomplete, out of date or simply wrong.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.
Similar jobs
Lead enterprise customers from MOVO onboarding through adoption and expansion, designing multi-site projects, improving operations with data, and supporting upsell.
Lead customer success for enterprise accounts by guiding product adoption, expanding usage across sites, designing success programs and KPIs, and informing SaaS development.
Drive customer success for restaurant and hospitality accounts by improving product adoption, loyalty and renewals, gathering feedback, coordinating teams and delivering strategic QBRs in a hybrid role.
Responsible for customer support in the construction industry, handling technical inquiries and improving support quality.
Manage product operations across support triage, incident escalations, localization, launches, and workflow improvements while coordinating teams and turning customer feedback into product recommendations.