High-Touch Customer Success Manager Candidate

This role leads the overall customer success activities for existing customers and builds a team that can efficiently provide High-Touch support tailored to each customer’s situation and challenges. The position is responsible for maximizing team performance through goal setting, progress management, one-on-ones, evaluations, member support and development, while leading the maintenance, improvement and maximization of NRR and customer value.

The work includes setting team policies that emphasize retention and adoption, and running KPI-based improvement cycles. The team will promote adoption of the AI feature Synapse by designing usage scenarios, making direct proposals to assigned customers and providing implementation support. The role also establishes repeatable customer success operations through response flows, playbooks and content. Customer feedback and operational issues are structured and shared with product and related teams to support product improvements and prioritization.

Additional responsibilities include selecting candidate customers for new-feature proof-of-concept activities, supporting those activities with product managers and sales engineers, and creating an internal feedback loop. The position designs and operates cross-functional processes with inside sales and field sales to identify and pass on expansion opportunities. It also participates in hiring, designs onboarding and supports skill development for team members.

Required qualifications include at least two years of member management experience covering goal setting, evaluation and development; at least three years of practical experience proposing solutions, addressing issues and supporting implementation for customers or clients; experience designing and monitoring KPIs and running improvement cycles as a team; and experience advancing projects or initiatives while coordinating with multiple stakeholders. Business-level Japanese communication ability is required for internal and external communication.

Preferred experience includes team management in IT solutions, business systems, cloud services or consulting; designing and operating a High-Touch customer success structure; involvement in launching or rebuilding a customer success organization; operational management using Salesforce or another CRM; and knowledge of, or experience promoting adoption of, AI and data use.

The position is listed as full-time. The posting states that, after consultation, the employment arrangement is expected to be either a regular employee or a contract employee. The probationary period is six months, with the same salary and treatment as after probation. Annual compensation is 7.5 to 12 million JPY, determined according to experience and ability. The example for an 8 million JPY annual salary paid in 14 installments is a monthly amount of 570,000 JPY, including 400,000 JPY base salary and 170,000 JPY overtime allowance. The allowance covers 45 hours of overtime, and additional premium pay is provided for overtime beyond 45 hours.

The work location is Marunouchi, Chiyoda-ku, Tokyo, with access described as one minute from Tokyo Station. Full remote work is available where information security can be maintained, including from home, except for some positions. Working hours use a flextime system without core hours. Holidays and leave include a two-day weekly schedule, public holidays, annual paid leave, year-end and New Year leave, two to three days of summer leave, six days of family leave subject to conditions, one birthday day off during the birth month, condolence leave and other statutory leave. Benefits include a company-provided Mac or Windows computer, transportation allowance, a company-leased housing program, social insurance, subsidies for books, multilingual learning, babysitting, seminars and study sessions, and professional certifications. Side work is permitted with approval. The selection process is document screening followed by one to three interviews, with a reference check before the final interview for business roles.