Customer Success Lead - Japan (カスタマーサクセスリード)

Bounce is a global luggage storage marketplace transforming the way people travel and explore. With over 20,000+ trusted partners in 100+ countries, Bounce connects travelers with local businesses offering secure, on-demand storage solutions - letting travelers experience cities freely, without being weighed down by their things. We have over 2 million active customers relying on Bounce to simplify their journeys, offering them the flexibility to focus on what matters most, the freedom to explore.

To achieve this, Bounce is a fast-paced and scrappy team. We believe that experimentation fuels innovation, so we move quickly, testing new ideas and adapting in real time. If you’re ready to make an impact in a high-energy, close-knit, and collaborative environment - Bounce is the place where you can move fast, think big, and shape the future of travel. Join us as we make the world a lighter, more accessible place! Bounce has been named the Inc5000’s fastest-growing travel company in the USA in 2024 and is proudly backed by leading Silicon Valley investors, including Andreessen Horowitz, General Catalyst, and Sapphire. (Learn more about Bounce's Series B HERE and also learn about our Japan Expansion HERE)

Last year, we officially announced our plans to invest in Japan (read more HERE), and we’re now building a talented team to bring this vision to life" and on.

We are seeking a dynamic and multilingual SMB Customer Success Lead to join our growing team. As our partners are the keys of our business, in this role, you will be instrumental in driving quality and revenue through the successful onboarding and continuous engagement of our partners in Japan.

Partner Onboarding

• Build and expand onboarding processes in Japan in line with growth plan

• Provide scalable solutions that give partners best in class experience through the setup, implementation, and ongoing usage of the Bounce platform.

• Build an inbound and upsell process as the first post sale touchpoint for our partners

• Collaborate with cross-functional teams to escalate and resolve technical issues or complex partner queries.

Partner Success

• Develop and implement strategies to optimize partner performance and drive revenue growth within the Japanese market.

• Analyze partner data and performance metrics to identify trends, opportunities, and areas for improvement.

• Build a scalable system and plan that allows for addressing inquiries, troubleshooting issues, and providing timely resolutions to ensure aimless experience to our partners.

• Proactively engage with partners to provide insights, recommendations,

  and actionable plans to enhance their profitability and satisfaction.

• Work closely with market launchers and sales agency to support post sale partner journey

• Plan, resource, and hire against increased sales goals, contact rates, and partner success opportunities

• Develop local solutions and partner journey that gives Japanese speaking partners best in class experience

• Native fluency in Japanese

• 7+ years of experience in customer support, account management, or a similar role.

• Self-starter with the drive to self-manage and work towards goals and enjoying a startup working environment.

• Strong communication, interpersonal, and problem-solving skills.

• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities

• Experience in B2C industries such as travel/food/restaurants/hospitality industries are highly welcomed (plus)

• Business fluency in English (plus)