Position
Customer Success Senior Manager
Location
Tokyo, Japan (Hybrid: 2 days office / 3 days remote)
Employment Type
Full-time / Permanent
Company Overview
This company is a leading innovator in the emerging field of marketing security, dedicated to creating a safer and more transparent digital advertising ecosystem through AI and data-driven solutions.
Its flagship platform provides comprehensive protection against online advertising fraud, unauthorized resale, and brand damage, serving over 600 clients and more than 18,000 websites.
As the business continues to expand toward a global scale and future IPO, the organization is in a dynamic growth phase focused on achieving excellence in fraud prevention and marketing protection technology.
Position Summary
The Customer Success Senior Manager will lead and develop a team dedicated to maximizing customer satisfaction, retention, and long-term value.
This strategic position reports directly to the CEO and involves driving a data-driven success strategy, managing client relationships, and serving as a key advisor on digital marketing optimization and security.
Key Responsibilities
1. Team Leadership & Development
Lead, mentor, and manage the Customer Success team to achieve KPIs such as retention, satisfaction (NPS), and upsell targets.
Conduct regular one-on-one meetings, performance evaluations, and skill development sessions.
Optimize team structure and resources to enable scalable growth.
2. Customer Success Strategy
Design and execute customer success processes across onboarding, renewal, and retention stages.
Analyze advertising performance data to demonstrate measurable ROI improvements through the platform.
Provide strategic support to clients’ digital marketing and advertising operations based on insights and analytics.
3. Client Advisory & AdTech Consulting
Serve as a trusted consultant on ad fraud prevention, traffic quality, and brand safety.
Offer recommendations aligned with market developments such as AI optimization and privacy regulation changes.
Strengthen client relationships through proactive engagement and strategic consultation.
4. Cross-Functional Collaboration
Partner with Product, Sales, and Marketing teams to share client insights and contribute to product innovation.
Identify upsell and cross-sell opportunities and develop joint strategies with Sales.
5. Process Optimization & Organizational Growth
Develop playbooks for renewals, issue escalation, and campaign support.
Implement automation and operational best practices to improve efficiency.
Foster leadership development and succession within the CS organization.
Expected Results
Increased customer retention and satisfaction.
Consistent achievement of renewal, upsell, and LTV targets.
Tangible ROI improvement for clients.
Enhanced scalability and operational excellence across the CS team.
Requirements
Must-Have:
2+ years of experience in marketing security, ad fraud prevention, or related fields.
2+ years of hands-on experience in digital advertising operations (Google, Meta, affiliate, DSP, etc.).
3+ years in B2B SaaS or AdTech customer success or account management.
Proven experience managing a team (3–5+ members).
Strong analytical and reporting skills using tools such as Google Analytics, HubSpot, or BI platforms.
Native-level Japanese and business-level English proficiency (spoken and written).
Preferred:
Knowledge of privacy trends, cookie deprecation, and AI-driven ad optimization.
Experience in fast-growing or pre-IPO startup environments.
Ideal Candidate
A player–coach leader who combines analytical thinking with empathy and communication skills.
Understands the connection between customer success and company growth.
Adaptable, data-driven, and passionate about digital advertising and technology.
Compensation and Benefits
Salary: Negotiable (based on experience)
Bonus: Twice annually
Salary Review: Once annually
Working Hours: Flexible (core time 10:00–17:00)
Location: Minato-ku, Tokyo (Hybrid)
Holidays: Full weekends off, national holidays, year-end holidays, paid vacation, parental and bereavement leave, vaccination leave
Benefits include:
Stock options
Communication allowance
Babysitter subsidy
Fitness subsidy
Monthly “Premium Friday” team dinner
Professional certification exam fee coverage
Annual vaccination subsidy
Full social insurance coverage
Non-smoking office environment