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Customer support & service roles in Tokyo scored for foreign professionals — visa sponsorship, Japanese level, salary and fit. Create a matching profile to personalize the ranking.
Customer support & service roles in Tokyo scored for foreign professionals — visa sponsorship, Japanese level, salary and fit. Create a matching profile to personalize the ranking.
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Lead customer-success strategy to reduce churn, manage high-touch success KPIs, build partner-led experiences, and align product, marketing, and sales.
Lead the rebuilding of customer-success strategy to improve churn. Own user-experience strategy that connects user feedback to business outcomes, including growth of the high-touch customer-success team and a new success model involving tax-accountant partners.
Responsibilities include developing and executing high-touch success strategy; managing KPIs for the existing-customer high-touch success team and driving validation initiatives; planning and delivering problem-solving services through matching with specialists; designing experiences that connect users with specialists; and creating a churn-reduction roadmap using qualitative interviews and quantitative data. Work cross-functionally with product managers, marketing, and sales to improve product experiences that address user uncertainty and stress.
Requirements include at least two years of B2B or B2B2C customer-success experience; experience systematizing CS teams, designing processes, or managing KPIs; and experience driving projects with multiple stakeholders through completion. Preferred experience includes CS organization management or leadership, success planning or business development in SaaS, and data-driven initiative planning or user research.
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About freee
freee is a Japanese cloud-accounting company whose SaaS automates bookkeeping, payroll and tax filing for small and medium businesses.
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