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JOB ID 27809

Customer Success Manager (Department Head) / Logistics DX Systems Division | Customer Success Manager (Department Head Candidate) / Logistics DX Systems Division

  • Logistics & Transportation, Logistics, Warehouse, Others
  • Sales, Business Development & Strategy, Account Manager (B2B)
  • Tokyo
  • ¥7,000,000~¥10,000,000

It is a logistics tech startup operating a matching platform business connecting shippers and shipping companies, as well as a SaaS business supporting operational DX for shippers.
In the logistics industry exceeding 14 trillion yen, we will transform Japan's logistics by integrating our brand and nationwide sales network with the structure and products of our office business. Future social issues are directly linked to business growth, and this area attracts very high attention from investors and client companies. Due to its high growth potential, many investments from major corporations have been realized.

You will be responsible for customer success for approximately 400 existing customers who have implemented the system. As a Customer Success Manager (Department Head Candidate), you will personally serve as an account manager while accompanying key clients while taking on strategic design and team leadership across the entire CS organization.

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Job Description

  • Responsibilities
    ・Classification of existing customers and actions by segment and KPIs
    ; lead and manage
    CS members based on the strategies they have designed; interviews with on-site managers in logistics planning offices, logistics centers, and factories of key clients (challenges in SCM, logistics, cargo handling, and base operations);
    and reach agreements with customers on "value goals realized through the track book." Formulating and executing
    action plans toward realization, proposing
    utilization based on understanding customer workflows, and providing

    feedback on primary customer and on-site information to the product team *Assigned Organization
    : Currently, many members are in their 30s and 40s. People come from diverse backgrounds, including those from the logistics industry and those with SaaSCS experience.
  • Requirements
    ・At least
    3 years of practical experience in one of the following areas: Customer success for SaaS products (enterprise or manager/leader experience preferred),
    deep sales to corporate clients, account management
    and business improvement consulting, system consulting, support for package system implementation ・Understanding customer workflows, Ability
    to structure issues and translate them into proposals, KPI design, and management experience of teams and initiatives based on data (including in-project management)
  • Preferred
    ・Experience designing and operating
    customer support models based on customer segmentation (high-touch, low-touch, tech-touch) ・Experience in planning and executing
    upsell and cross-sell strategies ・Knowledge of logistics and SCM-related operations (experience in SCM and logistics management at shippers/logistics companies, knowledge in warehousing and transportation and delivery fields)
    ・Experience launching SaaS products and growth ・Experience analyzing data

    with CS tools (such as HubSpot), BI, and spreadsheets ■ Desired candidates
    ・Someone
    who resonates with our mission, vision, and values ・Strong commitment to growing the business and a strong
    drive to achieve results ・Those who value primary information from customers and the field, and can
    set realistic issues and execute strategies ・Those who are
    willing to change industry norms and work that can have a significant social impact ・Those who want to boldly take on new initiatives without being bound by conventions in a fast-paced environment
  • Location
    Tokyo
  • Work Style
    Remote working possible, Flex working possible
  • Salary
    ¥7,000,000~¥10,000,000
  • Attractive
    Points
    Childcare support system, Weekends and holidays off, Management Position

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