Senior SaaS Customer Success

This role supports customers using ProOne, a vertical SaaS product for remodeling companies, equipment contractors, and other businesses that perform short-term construction work. The product covers sales management, ordering, construction management, payments, cash management, back-office operations, and business management.

Responsibilities include guiding customers through onboarding, understanding their business operations, and proposing effective ways to use ProOne. The customer success specialist works with customer executives to establish implementation goals, translate them into KPIs, track progress, and create opportunities for executives to recognize the value of adoption. The role also agrees on roadmaps and next steps for reaching those goals, obtains upsell and retention contracts, and participates in presales by supporting sales discussions with deeper customer insights. It also proposes and carries out ongoing improvements to customer success processes. The scope of duties may change to other work designated by the company.

Applicants must have at least one year of experience in one of the following areas: customer success, requirements definition at an SIer, or client work at a consulting firm. Experience analyzing customer workflows, proposing solutions to customers, progressing projects, or working in the field service industry is welcome.

The role requires an ownership-based approach to solving user and client problems, the ability to analyze issues quantitatively and qualitatively using facts, and a commitment to visible outcomes, including numerical results. The position works with the development team by sharing customer feedback and contributing to product improvements.

The employment type is permanent full-time.

The work location is the company office in Ginza, Chuo-ku, Tokyo. The office is non-smoking.