Enterprise Customer Success Manager

This Customer Success Manager position belongs to Hacobu’s Platform Business Division, which is described as the company’s largest division, with about half of all employees. The division supports the growth of the MOVO logistics DX product group by selling, establishing, and expanding its use among large enterprise shippers. MOVO has been introduced by more than 1,000 companies, and the role addresses an increasing number of large projects spanning multiple locations and stakeholders.

The mission is to support enterprise customers from onboarding through adoption and expansion. The position is responsible for creating an experience in which customer operations actually change after implementation, rather than ending at product introduction. Because the person promoting implementation may differ from the people using the product, and because many users may be involved, the role must adapt its approach to the customer’s situation. Communication, documentation, and visits to customer sites are described as possible means of changing behavior and establishing usage.

Core responsibilities include designing and driving large, multi-location onboarding projects, organizing complex requirements, and completing implementation. After launch, the CSM monitors usage with data and proposes improvements to customer operations and processes so that adoption becomes established in the field. The role also deepens customer usage through effect measurement and connects that impact to expansion, mainly through upselling. It works with sales colleagues responsible for cross-selling and deployment to additional sites and supports company-wide logistics transformation.

The role involves forming agreement between customer management and operational teams while helping change the customer’s workflows. It includes high-difficulty customer success work with enterprise companies and develops project management and requirements-organization skills. The posting also describes an AI-enabled working environment in which employees use Claude, Gemini, and Notion AI daily, and states that the CSM both supports adoption of AI products and actively uses AI.

The stated work location is Hacobu’s Tokyo headquarters at 5-29-11 Shiba, Minato-ku, Tokyo, or another company-designated location such as home. The location may be changed to the headquarters or a place designated by the company.