About Us

We’re a fashion-tech SaaS company with roots in Japan and ambitions that span the globe. Our tools help fashion brands enhance their online shopping experience through smart fitting solutions. If you’re looking to be part of an innovative company making waves in the fashion industry, we’d love to hear from you.

About the Role

We’re hiring a Customer Success Management Lead to guide our CSM team and own relationships with strategic clients.

This leadership role involves both managing and developing the CSM team and personally handling high-priority accounts to ensure our clients receive outstanding service. You’ll play a pivotal role in optimizing post-sales operations, driving account growth, and ensuring the successful onboarding and integration of our clients.

We’re looking for someone based in Tokyo, Japan, we are open to sponsoring work visas for the right candidate.

1. Lead and Develop the CSM Team

• Manage and mentor a team of Customer Success Managers across markets.
• Oversee day-to-day operations, support workload balancing, and improve internal processes.
• Establish best practices, tools, and performance standards to scale the impact of the team.

2. Manage Strategic Accounts

• Act as the primary point of contact for select high-value clients in Korea and globally.
• Conduct regular business reviews, provide insights into performance metrics, and coordinate cross-functional solutions.
• Build long-term client relationships to drive satisfaction, retention, and expansion.

3. Support Implementations and Integrations

• Oversee onboarding projects in collaboration with product, engineering, and operations teams.
• Ensure client requirements are met and integrations are delivered on time and with quality.
• Continuously improve the onboarding journey and documentation.

Required Qualifications

• 3+ years of Customer Success experience in a SaaS company, with at least 1 year in a leadership or management role.
• Proven experience in leading teams and managing cross-functional client-facing projects.
• Track record of managing and growing enterprise-level accounts.
• Fluency in  English (Japanese preferred)—essential for managing both team operations and client communications.
• Strong project management and organizational skills.

Preferred Skills & Experience

• Background in SaaS implementation, onboarding, or technical client success.
• Experience in the fashion, e-commerce, or retail tech sector.
• Familiarity with sales and renewal cycles, client negotiations, and business reviews.
• Japanese language proficiency is a strong advantage.
• Ability to translate strategic goals into operational execution.

Salary

• Determined based on experience and skills

Benefits

• Full social insurance coverage
• Commuting allowance (or remote work allowance if applicable)
• Salary and benefits based on skills, experience, and abilities
• 20 days of paid leave
• Flexible working conditions
• Coverage of hardware and software expenses
• Regular training and team-building activities
• Remote work and hybrid work options available
• Comfortable office with standing desks, lounge, and workshop areas