Senior Customer Success

This role supports customers using LEEEP, a customer experience improvement platform adopted by more than 2,100 e-commerce sites. The position covers the full customer journey, from onboarding through post-launch adoption and the creation of business results. It is focused on understanding each customer's business and operational challenges rather than only answering questions or following fixed procedures.

Responsibilities include onboarding support, promoting use after implementation, interviewing customers about their issues, proposing ways to use LEEEP, and building ongoing relationships based on each customer's business and operations. The role also leads implementation and adoption projects for mid-sized and large clients, coordinates integrations or migrations involving customer-specific and other systems, and advances projects by involving sales, engineers, and external partners. Customer requests and challenges are collected and fed back to engineers for product improvement.

The role requires the ability to understand a customer's situation through dialogue, determine the support needed, and coordinate internal and external stakeholders to put that support into practice. The posting also expects the person to identify customer needs independently, make proposals based on business and operational context, involve relevant stakeholders when necessary, and move projects from implementation through adoption forward on their own.

After learning about LEEEP and its customers, the expected progression is to handle relatively simple customer interactions independently within approximately two to three months. Within six months, the person is expected to independently serve as the front contact for mid-sized and large clients. The role also includes continuously improving work processes by using AI for information organization, knowledge management, and preparation for customer interactions, so that more time can be spent on customer dialogue, understanding issues, proposals, and relationship building.

LEEEP uses user-generated content, reviews, video, and web customer engagement to improve the customer experience of e-commerce sites. It can be introduced and operated without code and has a simple user interface. The customer success team works closely with sales, engineering, and management. The current customer success team has two members and operates under an executive officer. Tools named in the posting include HubSpot, Zoom, Circleback, Slack, Chatwork, Notion, Google Workspace, ChatGPT, Claude, and Gemini.

The specified workplace is REGALI's Tokyo headquarters in Shibuya. Employees are generally expected to work in the office for the first one to two months after joining to support a smooth start. Hybrid work with remote work is possible afterward, with approximately two to three office days per week. The premises are entirely non-smoking, and the workplace may be changed to a location designated by the company, including remote work. The company also states that its internal official language is Japanese and describes a flextime and hybrid-work culture.

Possible future paths described for the position include becoming a specialist handling more complex customers and projects, moving into customer success management or leadership, and expanding into areas close to the business or product. The selection process consists of a human resources document screening, a first interview with an executive officer and human resources, and a final interview with the representative director and president. Interviews may be online or in person; one of the first or final interviews is expected to be conducted in person. A selection questionnaire is requested before the first interview, and a reference check is planned before the final interview.