Customer Success Associate

Company Overview

A rapidly growing robotics and automation technology company is developing cloud-based robotics solutions designed to improve productivity and efficiency in logistics and warehouse environments. By connecting different types of robotic systems through a unified cloud platform, the company enables coordinated operation and intelligent task allocation across multiple machines.

The organization focuses on automating labor-intensive and operationally challenging tasks, helping businesses modernize warehouse operations while enabling workers to focus on more strategic and creative work. The company’s solutions are increasingly adopted by logistics operators and warehouse facilities across Japan.

Position Overview

As the business expands and the number of deployed systems grows, the company is strengthening its Customer Success team to maintain high-quality support for existing clients.

The Customer Success Associate will primarily support customers whose systems are already in stable operation. The role focuses on maintaining strong relationships through regular follow-ups, handling basic inquiries, and supporting internal operational processes.

This position emphasizes clear, thoughtful communication with customers and accurate administrative coordination, rather than advanced negotiations or complex technical troubleshooting.

Candidates with experience in client-facing roles such as sales, customer support, or account coordination are encouraged to apply, even without prior robotics industry experience.

Key Responsibilities

Customer Follow-Up and Relationship Support

• Maintain regular contact with existing customers to confirm operational status and address potential concerns.

• Prepare and distribute weekly or monthly reports summarizing operational and productivity data.

• Respond to questions regarding reports and provide basic recommendations where appropriate.

• Conduct routine check-ins via email or online meetings to ensure customer satisfaction and system utilization.

Initial Inquiry Handling

• Serve as the first point of contact for customer inquiries via phone, email, or chat.

• Provide guidance on basic usage questions and operational inquiries.

• Escalate technical issues or complex matters to engineers or senior Customer Success members when necessary.

Documentation and Knowledge Management

• Maintain and update the customer help center, including FAQs and user documentation.

• Support the creation and revision of customer-facing materials and internal operational guidelines.

• Contribute to improvements in knowledge sharing and documentation processes.

What You Will Gain in This Role

• Experience managing multiple customer accounts while prioritizing tasks effectively.

• Communication skills in organizing inquiries and coordinating with internal teams.

• Practical experience in analyzing operational data and creating customer reports.

• Exposure to process improvement through documentation and knowledge management initiatives.

New hires will receive structured onboarding covering product knowledge, common customer inquiries, and reporting processes. Responsibilities will gradually expand as experience grows.

Potential career progression includes advancement into Customer Success Manager (CSM) roles or involvement in operational improvement and knowledge management initiatives.

Requirements

Minimum Qualifications

• Ability to learn quickly and independently adapt to new products and workflows.

• At least 2 years of experience communicating with corporate clients, such as in sales, customer support, or client service roles.

• Experience managing multiple customers or accounts simultaneously, while maintaining consistent service quality.

• Native-level Japanese communication skills, with the ability to clearly explain processes and adjust messaging based on the customer’s level of understanding.

• Strong organizational skills with the ability to handle multiple tasks and responsibilities in parallel.

• Basic PC skills including:

  • Excel (basic functions such as SUM, AVERAGE, simple calculations, table creation)

  • PowerPoint (editing existing templates and creating basic presentation materials)

Preferred Qualifications

• Experience in the logistics, warehouse, or transportation industries.

• Familiarity with warehouse operations or logistics systems such as WMS (Warehouse Management Systems) or material handling equipment.

• Comfortable using workplace collaboration tools such as messaging platforms, CRM systems, or project management tools.