Customer Success Advisor
What you can expect
You will support Japanese customers through email-based guidance on product adoption and onboarding. You will analyze usage patterns, create training content, and execute engagement initiatives to drive value realization. You will help customers maximize their investment in Zoom solutions and prevent churn through proactive support. You will be based in Tokyo and report to the local Japan CSM manager.
About the Team
We ensure customers achieve their business goals through our products. We build trusted relationships and drive adoption through consistent execution. Our team serves as the bridge between customer success and product value.
What we’re looking for
- Have 3+ years of experience in customer success, customer support, or customer-facing roles
- Read and write in English for internal communication and documentation purposes
- Have a professional business level in written Japanese at business level, particularly for email correspondence
- Be able to solve problems independently by researching information and providing accurate responses without supervision
- Be able to create response templates, FAQs, and customer-facing documentation
このポジションについて
Zoomのカスタマーサクセスチームでは、カスタマーサクセスアドバイザー（CSA）を募集しています。本ポジションは、Named CSMが担当しない日本のお客様に対して、メールを中心としたカスタマーサポートおよびプロダクトアダプション支援を行う役割です。東京オフィスを拠点とし、日本のお客様に対してタイムリーかつ質の高いサポートを提供していただきます。
チームについて
カスタマーサクセスチームは、Zoomのお客様がプロダクトを最大限に活用し、ビジネス目標を達成できるよう支援する重要な役割を担っています。私たちはお客様との信頼関係を構築し、プロダクトの利用促進を通じて、お客様の成功とZoomの成長を両立させることを目指しています。
- Named CSMが担当しないお客様からの問い合わせ（オンボーディング、アダプション、ベストプラクティス等）にメールで対応
- お客様のプロダクト利用状況を分析し、利用促進、離脱防止のためのマスアプローチを実施
- 離脱リスクが特定された場合、社内アカウントチームとの連携やエスカレーションを実施
- リニューアルに向けたアダプションレビューおよびビジネスバリューの提示
- Zoom製品（Zoom Phone、Zoom Rooms、AI Companion、Webinar等）に関する日本語トレーニング動画（Clips）の作成
- お客様向けのトレーニングの企画・実施
- お客様向けのオンボーディングリソース・テンプレートメールの作成
- すべてのお客様とのやり取り・インサイト・成果をCRMに記録
応募要件
- 3年以上のカスタマーサクセス、カスタマーサポート、またはそれに準ずる顧客対応業務の経験
- ビジネスレベルの日本語力（特にメールでの読み書き能力）
- 英語の読み書き能力（社内コミュニケーション・ドキュメント作成に使用）
- 自ら情報を収集し、調査した上で回答できる自主的な問題解決能力
- 対応テンプレートやFAQの作成経験
Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.
Benefits
As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.
About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.
We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.
Our Commitment
At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.
If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.
Our interviews are supported by BrightHire, a tool that helps us create a consistent and thoughtful interview experience and may include recordings. Please refer to our candidate privacy statement for more information of how we use your data.
Skills Required
- 3+ years of experience in customer success, customer support, or customer-facing roles
- Business-level written Japanese, especially for email correspondence
- Ability to read and write in English for internal communication and documentation
- Ability to solve problems independently by researching information and providing accurate responses without supervision
- Experience creating response templates, FAQs, and customer-facing documentation
Zoom Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Zoom and has not been reviewed or approved by Zoom.
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Fair & Transparent Compensation — Compensation is positioned at or above market for many roles, and postings often include clear pay ranges that help set expectations. Market standing among similar-size tech firms reinforces the perception of strong total rewards.
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Equity Value & Accessibility — Equity grants and an ESPP are prominent parts of the package and can materially augment cash compensation. Stock components are framed as a meaningful contributor to overall pay satisfaction.
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Healthcare Strength — Medical plan choice is broad and paired with free dental and vision for employees and dependents, plus robust mental-health resources and disability coverage. These elements position core health benefits as a standout strength.
Zoom Insights
What We Do
Bring teams together, reimagine workspaces, engage new audiences, and delight your customers –– all on the Zoom platform you know and love. 💙 Zoomies help people stay connected so they can get more done together. We set out on a mission to make video communications frictionless and secure by building the world’s best video product for the enterprise, but we didn’t stop there. With products like AI Companion, Team Chat, Contact Center, Phone, Events, Rooms, Webinar, and more, we bring innovation to a wide variety of customers, from the conference room to the classroom, from doctor’s offices to financial institutions to government agencies, from global brands to small businesses. We do what we do because of our core value of Care: care for our community, our customers, our company, our teammates, and ourselves. Our global employees help our customers meet happier, communicate better, and create meaningful connections the world over. Zoomies are problem-solvers and self-starters, working hard to get results and moving quickly to design solutions with our customers and users in mind. Here, you’ll work across teams to dig deep into impactful projects that are changing the way people communicate, and find room to grow with opportunities to stretch your skills and advance your career in a diverse, inclusive environment. Learn more about careers at Zoom by visiting our careers site: https://careers.zoom.us/home
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