Introduction:

We are seeking a highly skilled and motivated individual to join our dynamic team as the Head of Customer Success. This role is integral to our mission of transforming industries with AI technology and driving business growth. The successful candidate will lead our Customer Success team, ensuring our clients derive maximum value from our AI solutions.

About the Role:

The Head of Customer Success will play a pivotal role in scaling our business and achieving our ambitious goals. This role involves leading the Customer Success team, enhancing customer engagement, and driving the successful adoption of our AI solutions. The ideal candidate will have a strong background in customer success, organizational management, and strategic planning.

Responsibilities:

• Customer Onboarding: Facilitate the smooth onboarding of new clients by explaining product functionalities and providing necessary support to ensure seamless integration.
• Technical Support: Address technical inquiries and issues from clients, offering solutions and guidance on product usage.
• Strategic Planning for Customer Success: Understand clients' business goals and challenges, and propose tailored solutions to help them achieve their objectives.
• Prompt Creation and Design: Customize and design prompts based on client needs to ensure desired outcomes are met.
• CS Process Improvement: Develop and implement new processes and programs to enhance customer success. This includes prompt creation, CS process optimization, and organizing customer engagement events and seminars.
• Expansion Opportunities: Identify upsell and cross-sell opportunities based on client usage and needs.
• Team Management: Lead and optimize the performance of the Customer Success team, designing efficient workflows and ensuring continuous improvement through the PDCA cycle.
• Data Analysis and Reporting: Analyze KPIs and other performance metrics to make data-driven decisions and report findings to senior management.

Requirements:

• Experience in Customer Success: Proven experience in customer success roles, including strategy development and team leadership. Strong track record in upselling and cross-selling.
• SaaS Product Experience: Understanding of business processes and structures like The MODEL.
• Solution Sales or Technical Support Experience: Extensive experience in solution sales, technical support, or pre-sales within SaaS or web services.
• Organizational Management: Experience managing a team of 20 or more people and reporting to senior executives.
• Technical Aptitude: Ability to learn and understand simple programming languages, with company support for learning.

Why Apply:

1. Solve Fundamental Customer Problems: Provide solutions that address core customer needs, offering a highly rewarding position.
2. Accelerate Personal Growth: Gain valuable experience in the rapidly growing AI market, projected to reach approximately ¥8.7 trillion by 2030.
3. Work Autonomously with Significant Responsibility: Engage closely with senior leadership, gaining a strategic perspective while enjoying a high degree of autonomy.
4. Collaborate with Talented Colleagues: Work in a stimulating environment with team members who share a commitment to becoming the top AI company in Japan.
5. Join a Stable Yet Fast-Growing Company: Leverage the assets of a well-established parent company while contributing to the growth phase of a dynamic startup.