カスタマーサクセス

Looking for a Merchant Success / Customer Success professional to support our growing base of international merchants.
This is not a traditional customer support role. You will work closely with merchants to improve product adoption, optimize their operations, and ultimately help increase their revenue.
You will also have the opportunity to build the international Merchant Success function from an early stage, including processes, onboarding materials, operational standards, and KPIs.
This is an individual contributor position with no management responsibilities.
Responsibilities
You will be responsible for helping merchants successfully implement and maximize the value of our products.
Key responsibilities include:
Lead onboarding for new merchants
Initial configuration
Operational workflow design
Supporting the launch and implementation
Provide ongoing operational support after launch
Drive product adoption and usage expansion
Provide consultative support to improve merchants' business performance
Identify opportunities for upselling and cross-selling
Manage contract renewals
Analyze product usage, retention, and other customer data
Identify issues and develop initiatives to improve KPIs
Collect merchant feedback and work closely with Sales, Marketing, and Product teams
Contribute to product improvements based on customer needs
Requirements
Candidates should have experience in at least one of the following areas:
Customer Success experience with a B2B SaaS product
B2B sales experience in e-commerce, retail, or apparel
Hands-on business-side experience such as e-commerce operations or consulting
B2B sales or account management experience conducted in English
In addition, at least one of the following is required:
Professional experience working for a Japanese company
Sales or business development experience targeting the Japanese market
Academic experience at a Japanese university
English
Business-level English is required.
You will communicate directly with merchants and business partners outside Japan, so the ability to conduct business discussions, coordinate projects, and provide customer support in English is essential.
Open to all nationalities
Applicants must currently reside in Japan
Preferred Qualifications
Business-level or higher Mandarin Chinese
Customer Success or Account Management experience with enterprise clients
Knowledge of business processes in e-commerce or retail
Fashion
Electronics
Cosmetics
Food / D2C
Other consumer businesses
Experience with implementation support or business process improvement / BPR
Experience using tools such as HubSpot for data visualization or operational efficiency
Knowledge of Shopify or the broader e-commerce ecosystem
Knowledge of e-commerce logistics, payments, or related industries
Ideal Candidate
We are looking for someone who:
Considers customer success to be directly connected to business growth
Looks beyond short-term fixes and identifies the root cause of problems
Takes initiative and can independently drive projects forward
Can collaborate effectively with Sales, Product Marketing, Product, and Engineering
Can identify operational issues through both data and direct observation of customers
Enjoys working in an environment where processes are still being built
Is motivated by international business expansion
Is genuinely interested in helping customers achieve measurable business results

Work arrangement
No