Manage the customer success department, providing value to each client and enhancing business value.
About this role
MerryBiz is hiring a Customer Success Team Member to help build a customer-focused customer success function. The mission is to deliver the value of MerryBiz's virtual accounting assistant to clients and to help their businesses change how they work.
Each client has an assigned person who joins the client team at the end of onboarding and supports stable operation afterward. The work is split into client success and operations management. Client success covers communicating with clients, gathering their requests, improving service operations, and turning delivery and quality control into a repeatable system. Operations management covers communicating with remote accounting staff across Japan and tracking their progress, managing quality, cost and delivery, managing the service setup, and managing deliveries.
The person takes in feedback from remote staff and clients, discusses improvements with their own team and others, and updates the service design and operations. Proposals and support quality feed directly into solving customer problems.
This is an AI-generated summary of the employer's original posting — details can be incomplete, out of date or simply wrong.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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