Remote Manager, Customer Success

Summary

Join KOMOJU as a seasoned Customer Success leader and play a crucial role in ensuring customers achieve their goals and maximize satisfaction with our products and services.

Requirements

• Prior experience leading a customer success team in the financial services or software industry
• Excellent communication and interpersonal skills, with the ability to effectively communicate complex ideas and concepts to customers
• Strong problem-solving and critical-thinking abilities
• Ability to manage multiple customer accounts simultaneously while maintaining a high level of customer satisfaction
• Experience using customer success software or CRM tools is a plus

Responsibilities

• Plan and execute customer success programs and initiatives to help achieve customers’ business objectives through the usage of our products and services
• Collect and analyze Voice of Customer (VoC) and proactively solve for both the customer’s and their own company’s success. Collaborate with internal departments to propose improvements and lead solutions
• Build and maintain strong relationships with customers, acting as a trusted advisor and advocate for their needs
• Conduct check-ins and business reviews with customers to ensure their satisfaction and identify opportunities for upselling or cross-selling
• Provide training and guidance to customers to help them optimize their use of our products and services by leveraging data
• Monitor and analyze customer usage and engagement data to identify trends and patterns
• Enable KOMOJU payment gateway to customers (merchants) by reviewing their applications, removing their concerns, and addressing questions
• Spearheading the establishment and growth of a dedicated Customer Success team

Benefits

• Salary increase based on annual performance evaluation
• Profit sharing (paid twice a year)
• Hybrid system that allows both remote and office work
• Full social insurance (Kanto IT Software Health Insurance Association)
• Health checkups
• Sports club privileges
• Recreation facilities
• Language training (subsidized lesson fees of 10,000 to 20,000 yen/month)
• Self-study support (up to 100,000 yen per year)