Supports internal IT operations through employee help desk assistance, PC setup and resets, asset management, meeting-device setup, vendor coordination, and troubleshooting across devices and networks.
About this role
The Enterprise Customer Success Manager supports Japanese companies using AIQUA, BotBonnie, AIRIS and AdCreative.ai. The role guides customers from onboarding and adoption through measurable business results. It is a hands-on customer partnership role rather than an inquiry-based support position.
The manager learns each customer’s marketing challenges and KPIs, then designs, executes and improves initiatives using the platforms. Day-to-day work includes segment design, scenario building, delivery setup and performance verification. The role monitors usage and results, identifies areas of low adoption, proposes improvements, leads quarterly business reviews, and builds trust with executives, marketing departments and IT departments.
The manager is responsible for account renewals and for creating upsell and cross-sell opportunities that support account growth. Technical issues involving tags, SDK implementation and data integration are investigated and coordinated with customer technical contacts and internal technology teams. Customer feedback is structured and passed to the product team to help influence product-roadmap priorities. The role also works with Sales, Pre-Sales, Marketing and Product teams, and documents successful practices and knowledge in team playbooks.
Required qualifications include at least two years of practical experience in digital marketing, including marketing automation, CRM, CDP, owned-channel operations through SNS or messaging channels, or personalization. At least two years of client-facing experience in customer success, account management, consulting or an in-house marketing department is also required, as is at least five years of professional experience. Candidates must have used marketing tools directly and completed initiatives from design through execution and performance measurement. The role requires the ability to explain technical subjects in terms accessible to customers with limited technical literacy, take ownership of renewal and account-growth metrics, involve internal and external specialists, work independently and move quickly. Strong interest in new technologies including AI, and experience using AI tools in daily work, are required.
Useful experience includes planning and operating customer communications through messaging apps or SNS, including chatbot scenarios and API integration; operating Marketing Automation, CRM or CDP platforms; owning retention or CRM strategies involving LTV, churn, RFM analysis or lifecycle initiatives; customer success for SaaS or cloud services; work in e-commerce, retail, D2C, finance, travel or gaming; data analysis using access-analysis tools, data warehouses, SQL or BI tools; supporting the adoption of AI- or machine-learning-based products; and improving work efficiency or automation. Business-level English and Chinese are additional advantages.
The product and engineering teams operate globally, centered in Taipei. The role communicates with overseas teams in English through text-based business communication and conveys Japanese customer feedback to product development. The position is based in Tokyo, Japan.
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