Customer Success Manager (Japan)
TLDR
Join a growing team at Firework to build long-lasting customer relationships and help businesses maximize their potential using innovative video commerce solutions.
Act as a strategic business partner to assigned book of business of which may be a mix of enterprise accounts in a variety of verticals and lead as the point of contact focused on long-term mutually beneficial partnerships; negotiate renewal and expansion terms and track through internal systems
Support the team and provide an exceptional service experience, including onboarding and integration, providing analysis on utilization ROI, educating them on our products, and providing growth strategy recommendations
Own the customer success metrics and KPIs including revenue assigned, renewal rates, and production adoption rates
Advocate for the customers internally by representing their needs and feedback to the product, sales, and engineering teams, ensuring customer insights are considered in future product development roadmaps
Monitor customer health scores, identify at-risk accounts, and develop strategies to address potential churn by delivering tailored support and solutions
Support and continuously optimize all day-to-day business operations associated with customers including month end billing review of partners, reporting and analysis, and providing insights to influence decision making
Bachelor’s degree required
5-8 years of customer success relationship management, preferably in a growth-stage B2B SaaS
Proven track record of managing customer relationships and driving revenue success and adoption of products
Outstanding problem solving skills with a customer centric and creative approach
High attention to detail and the ability to multitask, meet deadlines, and thrive in a fast-paced, start-up global environment
Excellent communication and presentation skills, including the ability to speak and influence technical and non-technical audiences
Entrepreneurial minded and thrives in a fast-paced startup team environment
Must be able to read, write, and speak fluently in Japanese. English proficiency is preferred.
Locations
The role is based in our Tokyo office.
Don’t hold back
We understand some candidates may see the above and not apply because they don’t meet all the qualifications. We encourage you to apply anyway; we often find talented candidates that fit many other opportunities we have and look for potential too, not just what you did in the past. As an equal employment opportunity employer, we are a diverse team that strives for an inclusive environment for all. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, age, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
私たちが求めるカスタマーサクセスは、単なる定型業務の遂行やプロダクトの機能説明にとどまりません。顧客のビジネスに深く寄り添うパートナーとして強固な信頼関係を構築し、潜在的な課題を自ら見つけ出す「コンサルティングマインド」を重視しています。特に、無形商材の販売やカスタマー支援の経験をお持ちで、形のない価値を顧客の成功へと繋げてきた方を歓迎します。
また、「自らの意思決定が事業の成長に直結する」というスタートアップならではの醍醐味にワクワクできる方を求めています。正解のない環境下でも、探究心や向学心を持って自ら学び、高い当事者意識を持って挑戦し続けられる方にとっては、非常にエキサイティングな環境です。
失敗を恐れずに自ら考え、決断し、プロアクティブに最高のソリューションを追求できる。そんな「静かなる情熱」を持った方とともに、顧客の成功を共に創り上げたいと考えています。
Firework is an innovative video commerce and livestreaming platform that empowers businesses to create engaging shoppable videos, transforming the online shopping experience. Designed for brands and retailers, it integrates interactive digital experiences with the energy of in-store engagements, enhancing customer connections and driving conversions. Firework stands out by harnessing AI technology to provide a rich, seamless framework for connected commerce.
- Founded
- Founded 2017
- Employees
- 500+ employees
- Industry
- Internet Software & Services
- Total raised
- $270M raised