Experience in customer success, account management, sales, or customer success roles, approximately three or more years.
Experience translating insights from dashboards or customer interactions into initiatives by proposing and discussing them with teammates or other stakeholders.
Experience taking initiative to form a hypothesis and run a small test in situations without precedent.
Experience using at least one of Zendesk, Salesforce, or HubSpot.
Native-level Japanese and business-level or higher English.
A startup mindset and comfort working where processes are not yet established.
Ability to involve other departments and build consensus.
Responsibilities
Manage onboarding processes to support smooth initial product adoption, build merchant relationships, and lead sales growth.
Follow up with a portfolio focused on small and medium-sized businesses to monitor service usage, prevent churn, and maximize gross merchandise value.
Propose cross-selling and upselling of future new features and payment methods.
Work with the data team to plan and develop dashboards for customer success.
Work with the data team to build and improve merchant-data-based health scores; customer success leads logic design and metric prioritization, while the data team handles implementation and visualization.
Plan and execute repeatable growth-support initiatives using historical performance and merchant data.
Design a process for accurately delivering voice of the customer feedback to the product team.
Support development-priority adjustments by proactively surveying merchants and collecting feedback after new product releases.
Drive projects in collaboration with data, product, sales, and marketing teams.
Build a smooth onboarding handoff process from sales to customer success.
Optimize FAQs to increase self-service resolution.
Organize internal knowledge and standardize support quality.
Desired Qualifications
Knowledge of the payments or fintech industry.
Experience in e-commerce, software-as-a-service, or fintech payments.
Experience analyzing data with SQL or business intelligence tools such as Looker.