SMB Customer Success

This role supports customers that have adopted KAKEHASHI products in the SmallBusinessUnison business. It covers customer-success work from initial onboarding through adoption support, including proposals to improve product use and support for achieving customer KPIs. The role also proposes solutions to customer issues, carries out churn-prevention measures based on health-score analysis, and explains new features. Upsell and cross-sell proposals are coordinated with the sales team.

Within the CS unit, the position works with the current team chief to identify issues, develop hypotheses, propose measures to a supervisor, and drive execution. Responsibilities include improving CS processes, designing and standardizing operations, and planning and carrying out tech-touch and low-touch initiatives. The role also collects and analyzes customer feedback, shares it with the product development team, and proposes functional improvements.

The sales and CS teams have separate responsibilities but work closely within the Unison team. The position is a core CS role that engages directly with customers while autonomously identifying, proposing, and implementing improvements to organizational issues. The listed workplace is 5F, Sumitomo Fudosan Hibiya Building, 2-8-6 Nishi-Shinbashi, Minato-ku, Tokyo 105-0003. The source states that indoor smoking is generally prohibited.