Support customers adopting an accounting system through setup assistance, online onboarding meetings, document guidance, and inquiry handling. Part-time weekday role in Tokyo.
Customer Success & Support Manager Candidate for New IT Administration Business
About this role
This manager-track role is part of the new freee IT Management business, which automates company IT-device and SaaS-account management. It leads the customer success and support teams and works with product, development, and sales functions to improve customer experience and product growth.
Core work includes turning team objectives into execution plans, building scalable onboarding and support processes, managing knowledge, tracking daily and weekly KPIs, and reporting results. The role guides customers from implementation through adoption, handles complex cases using information-systems domain knowledge, uses usage data to identify churn risk and expansion opportunities, feeds structured customer insight into product improvements, and supports OJT and performance management.
Applicants need at least two years of practical SaaS customer-success experience. They also need experience developing or managing members as a team leader or OJT lead, or a record of consistently delivering strong individual results.
This is an AI-generated summary of the employer's original posting — details can be incomplete, out of date or simply wrong.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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