Job Title: Customer Success Specialist
Job Function: Customer Success
Employment Type: Full-time, Permanent
Industry: SaaS / AdTech / Marketing Technology
Location: Tokyo (Minato area)
Company: Technology Startup
Compensation & Benefits
Annual Salary: JPY 4,500,000 – 6,500,000 (based on experience and skills)
Salary Review: Once per year
Bonus: Twice per year
Stock Options: Available
Working Conditions
Working Hours: Flextime system
Core hours: 10:00 – 17:00Holidays:
Full two-day weekend (Saturday, Sunday, national holidays)
Year-end and New Year holidays
Annual paid leave
Special leave (bereavement, childcare, vaccination, etc.)
Additional consecutive vacation leave (3 days separate from paid leave)
Sick leave available before paid leave eligibility
Workplace Policy: Entirely non-smoking indoors
Insurance & Allowances
Health insurance, pension, employment insurance, workers’ compensation
Mobile phone allowance
Childcare support (babysitter subsidy)
Gym membership subsidy
Influenza vaccination support
Qualification and certification fee coverage
Team social events and internal gatherings
Role Overview
This position focuses on maximizing customer satisfaction and long-term success by working closely with clients using the company’s SaaS-based ad fraud prevention solution. You will partner with customers to identify challenges, propose solutions, and ensure smooth adoption and ongoing use of the platform.
Beyond day-to-day customer engagement, this role contributes to improving customer success processes, operational workflows, and overall service quality. You will play a key role in shaping the customer success function and directly supporting product growth.
This is a strategic customer-facing role rather than a reactive support position, emphasizing collaboration, problem-solving, and value creation.
Key Responsibilities
Provide ongoing support to customers, including onboarding assistance, usage guidance, follow-ups, inquiries, and data investigations
Identify customer challenges through proactive communication and propose effective solutions
Build strong relationships that drive retention, renewals, and upsell opportunities
Organize, analyze, and improve customer data to enhance service quality
Design and improve customer success workflows, processes, and operational frameworks
Collaborate internally to suggest product and operational improvements based on customer feedback
Why This Role Is Attractive
Opportunity to practice strategic customer success and directly support client growth
Ability to influence operational processes and contribute to product evolution
Extensive use of data to improve customer experience and outcomes
High ownership and visibility, with a clear connection between your work and customer retention
Required Qualifications
(Candidates must meet at least two of the following)
Customer Success experience (2+ years) or Customer Support experience (3+ years), preferably in SaaS
B2B customer-facing experience, including client negotiation and solution proposals
Experience using customer data to drive improvement initiatives (CRM experience preferred)
Consulting experience (2+ years)
Advertising agency experience, including campaign or ad operations (2+ years)
B2B sales experience (3+ years), preferably in SaaS
Business-level English proficiency (daily communication with non-Japanese engineers)
Experience designing and improving company-wide operational processes
Preferred Qualifications
Experience building or restructuring a Customer Success organization
Experience designing CS KPIs and conducting data analysis
Knowledge of digital advertising or marketing, particularly ad fraud prevention
Ideal Candidate Profile
Candidates who match three or more of the following traits are encouraged to apply:
Strong communication skills and ability to build trust with customers and internal teams
Proven problem-solving mindset with the ability to propose optimal solutions
Flexibility in adapting to frequent product updates and changes
Ability to analyze and leverage data to improve customer outcomes
Adaptability in dynamic situations and capability to organize complex issues
Ability to focus on root causes rather than surface-level issues
Who This Role Is Best For
Professionals who enjoy working closely with customers
Individuals who thrive in fast-changing environments
Those who enjoy continuously improving processes and experiences
You do not need to meet every requirement.
If you align with several of the above, you are encouraged to apply.