Customer Success (Tech Support)

About this role

This full-time customer success position supports companies using GENIEE ENGAGE, a marketing-automation SaaS product. The role helps customers begin using the service, establish ongoing usage, and improve customer engagement. After onboarding, it manages client relationships with the goals of maximizing outcomes and continued use.

Responsibilities include planning and usage support for existing clients; carrying out additional requests and reflecting them in the product; checking usage, preventing cancellations, and proposing improvements; monitoring product metrics and sales; and collecting and organizing voice-of-customer feedback. The role also contributes to customer success team productivity and coordinates with relevant departments on product improvements. Depending on customer needs, the employee may change UI settings and adjust the product; engineering experience is not required. Examples include improving ENGAGE performance indicators, visualizing work and effort for process improvement, creating recurrence-prevention measures, designing and improving LINE-based messaging, and proposing and supporting solutions for existing-client issues.

Required experience includes negotiating with corporate B2B customers, such as existing-account sales or customer success, and providing customer support for corporate clients. Engineering knowledge is not required. Preferred experience includes advertising operations combined with client work, implementing or maintaining SaaS products, analyzing data to plan improvement measures, and knowledge of web advertising, including measurement, business models, and major vendors.

The position is part of the Customer Success Department's ENGAGE Tech Support team, which has one manager, two leaders, and five members. Industry and product knowledge are learned after joining, with responsibilities expanded gradually through team collaboration. The posting also identifies experience opportunities involving project management, including direction, project administration, and facilitation; use of current AI models; understanding and designing website structures; and participation in process improvement and team operations.

Employment is full-time and based at the Shinjuku, Tokyo office. The standard schedule is 10:00–19:00, with Saturdays, Sundays, and public holidays off. Office attendance is expected, although working from home may be available after consulting a supervisor, including for family-related circumstances. Annual salary is JPY 4,000,000–6,000,000. The stated monthly salary is JPY 285,714–428,571, including fixed overtime allowances for 45 hours of JPY 74,318–111,478; overtime exceeding 45 hours is paid separately. Bonuses are paid twice a year.

Benefits for regular employees include book-purchase assistance, refresh, club-activity, and rent allowances, quarterly lunch and dinner support, qualification and work-related English-learning support, refresh leave after three years of continuous service, annual health checks, an employee stock ownership plan, social insurance, and full transportation reimbursement. The probationary period is one month. The selection process consists of document screening, two or three interviews, and an offer; an SPI test and reference check are required before the final interview. The workplace is smoke-free on the premises, with an outdoor smoking area. Duties and work location may change within the company's designated scope.