Overseas Customer Success Lead
Job Summary
We are seeking a candidate to lead overseas customer success strategies for our CRM software. You will be responsible for building organizational structures, standardizing retention support, and driving revenue growth. This role involves close collaboration with the development team to improve product competitiveness based on customer insights.
Responsibilities
- Formulate overseas growth strategies and KPIs
- Design and standardize implementation and retention workflows
- Propose product functional improvements based on customer feedback
- Manage contract renewals and upsell opportunities
Required Skills
- Native Chinese and Business Japanese (N2+)
- 1+ years experience in IT/intangible product sales or support
- Proficiency in CRM, Excel, and Google Workspace
- Strong data-driven PDCA implementation skills
Job Details
■ Job Description (Candidate for Head of Overseas Customer Success)
1. Building Organizational Strategies and Structures for Overseas Expansion
- Formulating medium- to long-term strategies and developing key performance indicators (KPIs) to accelerate growth.
- Designing reproducible workflows with an eye on organizational expansion.
2. Standardizing Implementation and Retention Support
- Creating a system to deeply integrate "Translead CRM" into overseas customer operations.
- Establishing implementation processes to prevent churn and ensure continued use.
3. Product Planning Based on Customer Feedback
- Structuring on-site challenges and proposing functional improvements and new features to the development department.
- Participating in the product roadmap to enhance market competitiveness.
4. Driving Revenue Maximization
- Improving contract renewal rates through sales collaboration and building customer management systems.
- Implementing measures to prevent cancellations and leading proposals for additional contracts and higher-tier plans.
*Job description may change in the future. Details will be provided during the interview.
Working Hours:
- 5 days a week (Monday to Friday)
- 8:30 AM to 5:30 PM
- Break time: 60 minutes
- Overtime: Yes (approximately 30 hours per month)
Job Requirements:
[Required Qualifications]
- Practical experience (1 year or more) in customer negotiation and problem-solving for IT/intangible products.
- Ability to drive improvement by implementing PDCA cycles based on data.
- Basic PC skills (CRM/Excel/Google Workspace, etc.).
[Preferred Qualifications]
- Experience in customer success for SaaS or IT products.
- Experience working at a startup or venture company.
- Experience in proposing product improvements and managing projects.
[Ideal Candidate Profile]
- Ability to adapt flexibly to rapidly changing environments (IPO, new business development, etc.).
- Japanese Level: Business Level (JLPT Level 2 or N2).
- Chinese Level: Native Level.
Salary Details:
- Annual salary: ¥4,200,000 - ¥8,500,000.
- Monthly salary system.
- Includes fixed overtime of 45 hours/month.
- Bonus: Yes (twice a year).
- Salary increase: Yes (twice a year).
- Transportation allowance: Yes (according to company regulations).
Employee Benefits:
- Comprehensive social insurance (health, pension, employment, workers' compensation).
- Company-provided PC/mobile phone.
- On-site company cafeteria service.
- Water dispenser.
- Stock options.
Holidays:
- Complete two-day weekend (Saturday and Sunday).
- Public holidays.
- Year-end and New Year holidays.
- Bereavement, Paid, Maternity, and Childcare leave.
- Annual holidays: 125 days.
Contract Period:
- Full-time employee; 3-month probationary period (no change in conditions).