Customer Success & Support Specialist

Summary

Join Revelator, a leading music industry solutions provider, as a Customer Success Manager in Japan. You will be the primary contact for Japanese customers, ensuring a smooth platform experience. Responsibilities include account management, operational and technical support, and localization efforts. You will translate customer feedback, resolve distribution issues, and ensure platform workflows meet Japanese standards. Success involves proactive issue prevention, rapid resolution, clear communication, and high customer satisfaction. This role requires fluency in Japanese and business-level English, strong knowledge of the Japanese music industry, and excellent communication skills.

Requirements

• Fluent in Japanese, with excellent written and verbal communication
• Business-level English required for internal communication
• Strong knowledge of the Japanese music industry and DSP ecosystem (Spotify, LINE MUSIC, TikTok, etc.)
• Proactive communicator with excellent issue-tracking and follow-up discipline
• Strong understanding of the high service standards expected in Japan - attention to detail, responsiveness, and accountability
• Able to work autonomously but also collaborate with global teams across time zones

Responsibilities

• Serve as the primary point of contact for Japanese customers
• Manage client onboarding, set success goals, and ensure continuous value delivery from the Revelator platform
• Translate customer feedback into clear, actionable items for the Product and CX teams
• Monitor and resolve issues related to DSP distribution (Spotify, LINE MUSIC, TikTok, Meta, etc.)
• Prevent and react quickly to distribution errors (e.g., takedowns, pre-releases, missed release dates)
• Manage communication with third-party partners and escalate platform-level bugs or API issues
• Validate that platform workflows meet local Japanese standards-including language, compliance, DSP integrations, and support responsiveness
• Perform proactive testing and QA on music delivery workflows and catalog metadata integrity
• Provide timely and clear bilingual communication-especially during priority releases
• Ensure no communication gaps (e.g., “no response,” “no follow-up,” “no handover”) and establish documentation handoffs if needed
• Support contract transparency and manage expectations regarding pricing, billing, and SLAs

Preferred Qualifications

• Familiar with tools such as Freshdesk, HubSpot, Jira, or other support platforms
• Customers feel consistently heard, respected, and well-supported
• Delivery errors are proactively prevented or rapidly resolved
• Clients no longer escalate support issues related to language barriers, slow responses, or unclear workflows
• The company achieves higher customer retention and satisfaction in the Japanese market