Manager, Customer Success

Posted 4 Days Ago
Be an Early Applicant
Tokyo
Senior level
Fintech • Payments • Software • Financial Services
The Role
The Manager of Customer Success will establish and oversee customer success programs to help customers achieve their goals and maximize satisfaction. Responsibilities include analyzing customer feedback, building relationships, conducting training, and leading a dedicated Customer Success team.
Summary Generated by Built In

Description
About KOMOJU

KOMOJU (by ) is the leading cross-border payment gateway for Japan. We power payments for companies like the video game distribution platform Steam and the popular mobile app TikTok. Today, we help thousands of merchants by providing them with the payment infrastructure they need through developer-friendly APIs to integrations on popular platforms like Shopify and Wix; we help our merchants grow in all markets they are expanding.

International at our core

Our founder is Canadian, and about 50% of our employees are non-Japanese. In the engineering team, we use English as our common language, and many people are bilingual throughout the company. Being an international company, we know the importance of bilingualism. We offer all employees a choice between English and Japanese lessons. We hire international professionals who are not yet based in Japan.

Remote work and flextime available

At KOMOJU we embrace remote work, and you can work remotely from anywhere. We still have an office which you can use if you’d like to, but we don’t mandate you come to it.

You have the flexibility to set your work schedule, provided you work during the mandatory core hours, meet the total monthly work hours, and complete your job duties and responsibilities. When you’re working outside of Japan, we offer some additional flexibility but are still looking for some overlap with Japanese business hours.

Description

Are you passionate about helping customers succeed? Do you have a background in financial services, software,  or similar industries? We are seeking a seasoned Customer Success leader to build our Customer Success function in DEGICA. As a Manager of Customer Success team, you will play a crucial role in ensuring our customers achieve their goals and maximize their satisfaction with our products and services. This is an exciting opportunity to join a fast-paced and rapidly growing company, working directly with customers and influencing their success.

Responsibilities

As a Manager, Customer Success, you will play a leading role in planning and executing programs to ensure our customers achieve their goals and maximize their satisfaction with our products and services.

  • Plan and execute customer success programs and initiatives to help achieve customers’ business objectives through the usage of our products and services
  • Collect and analyze Voice of Customer (VoC) and proactively solve for both the customer’s and their own company’s success. Collaborate with internal departments to propose improvements and lead solutions
  • Build and maintain strong relationships with customers, acting as a trusted advisor and advocate for their needs
  • Conduct check-ins and business reviews with customers to ensure their satisfaction and identify opportunities for upselling or cross-selling
  • Provide training and guidance to customers to help them optimize their use of our products and services by leveraging data
  • Monitor and analyze customer usage and engagement data to identify trends and patterns
  • Enable KOMOJU payment gateway to customers (merchants) by reviewing their applications, removing their concerns, and addressing questions
  • Spearheading the establishment and growth of a dedicated Customer Success team.
Requirements
  • Prior experience leading a customer success team in the financial services or software industry
  • Excellent communication and interpersonal skills, with the ability to effectively communicate complex ideas and concepts to customers
  • Strong problem-solving and critical-thinking abilities
  • Ability to manage multiple customer accounts simultaneously while maintaining a high level of customer satisfaction
  • Experience using customer success software or CRM tools is a plus
Benefits
  • Salary increase based on annual performance evaluation
  • Profit sharing (paid twice a year)
  • Hybrid system that allows both remote and office work
  • Full social insurance (Kanto IT Software Health Insurance Association)
  • Health checkups
  • Sports club privileges
  • Recreation facilities
  • Language training (subsidized lesson fees of 10,000 to 20,000 yen/month)
  • Self-study support (up to 100,000 yen per year)

The Company
HQ: Musashino
75 Employees
On-site Workplace
Year Founded: 2005

What We Do

Overview
Headquartered in Tokyo, Japan, Degica is a leading payment service provider of International digital commerce solutions: our ePayment Platform "KOMOJU" provides global businesses and developers the access they need to grow and succeed in the Japanese market and other markets such as Asia,Europe.

We build and manage online sales for Retail, Digital, and Gaming companies that are looking to establish and expand their business presence in Japan and South Korea.

Japan has a complex digital eco-system, with multiple payment methods and platforms often incomprehensible to outsiders. Degica offers a gateway to the market through its customizable tools and services, whether you are launching a completely new product or trying to enhance your current reach with consumers.

Company Mission
Degica is your “digital cart” in Japan. We are the link you need to connect your product or service with local customers, integrating digital payment and platforms with partners across our wide network.

Company culture
Everyone at Degica loves Japan and cares about how it interacts with the rest of the world. We believe in a borderless world, and want to play a lead role in bringing Japan to the world and the world to Japan. All of us love games and all things digital and it is in this space that we excel.

Come to see our corporate pages for more information:
www.degica.com
www.komoju.com
konbini.co.jp

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