Lead customer success and support for freee IT Management, building onboarding and support processes, guiding adoption, and feeding customer feedback into product improvements.
About this role
This role in freee’s ERP business starts with customer success for freee Sales and contributes to a unified model across five products. It supports small businesses from onboarding through retention, with later work in cross-product support and repeatable success practices. Work includes system activation, customer training, and workflow redesign connecting sales with accounting; monitoring usage to catch risks, recommending new-feature adoption, and supporting renewal. The role identifies unmet needs and expansion opportunities, uses customer data to find growth bottlenecks, and coordinates responses across teams. It also designs onboarding by segment, shares product feedback, oversees implementation partners, and improves support operations with AI. Applicants need roughly three years’ experience in one of these areas: SaaS work such as sales, customer success or business planning; B2B existing-customer sales, negotiation or solution proposals; or consulting/SI project delivery for operational efficiency or system implementation. Willingness to engage with accounting and bookkeeping work is also required.
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