Partner Success Support Operations Manager

This full-time role leads the operation of a proactive success-support team for tax-accounting firms. The team helps partner firms use freee products effectively and reach a state where they can confidently support their own customers. The role covers customer experience design after initial launch, promotion of product use, and management and improvement of support operations.

Responsibilities include developing and managing team members, designing communications for new feature releases, service renewals, and legal changes, and managing the quality, cost, and delivery of external partners involved in implementation support. The role also identifies issues from customer interactions and response data, leads service-improvement projects including product feedback, and participates in cross-functional projects and management activities.

The success-support team was established in October 2025. Its work is intended to move beyond reactive inquiry handling toward proactive proposals and consulting-style support based on the partner’s business needs. The role may also use internal and external AI tools to streamline routine work, allowing more time for redesigning customer workflows and addressing non-routine business problems.

The position is part of the Partner Business Division. The division works with approximately 30,000 tax-accounting firms to support change among approximately four million small and medium-sized businesses. freee provides integrated cloud software covering areas including accounting, human resources and labor management, sales management, filings, and electronic signatures.

Candidates should have experience in at least one of the following: sales, customer success, proactive support, or business planning in a SaaS business; consultative sales to existing B2B customers or customer success; project promotion and execution for operational efficiency or system implementation at a consulting firm or systems integrator; or involving diverse internal and external stakeholders and driving work toward objectives. The posting also seeks people interested in customer success or customer support, able to identify problems, involve others in solving them, examine underlying causes, and make proposals.

The work location is Tokyo, and online interviews are available. The posting does not state a salary, language requirement, remote-work arrangement, or visa sponsorship.