We are seeking a customer-focused Technical Customer Success Manager to drive adoption and growth of our client's Membership Platform products. This role will lead client onboarding, provide technical support, improve customer success operations, and help expand product usage across the ecosystem.
Key Responsibilities
- Customer Onboarding & Adoption
- Manage end-to-end onboarding for new clients, ensuring smooth and timely activation of Membership Platform products.
- Track onboarding progress, identify risks or blockers, and proactively resolve issues to meet implementation timelines.
- Support customers in adopting and maximizing value from platform solutions.
- Customer Support & Relationship Management
- Serve as the primary contact for technical customer inquiries, delivering timely and professional support in line with established SLOs.
- Escalate complex technical issues to product and engineering teams when necessary.
- Build trusted relationships with clients and act as a strategic advisor for platform-related needs.
- Gather customer feedback and represent customer requirements internally to support product and business improvements.
- Process Improvement & Operational Excellence
- Analyze existing customer success processes and identify opportunities to improve efficiency, scalability, and customer experience.
- Lead implementation of approved process improvements and document operational changes.
- Collaborate with cross-functional teams to enhance customer support workflows and best practices.
- Growth & Expansion
- Identify cross-selling opportunities and promote adoption of additional products within the ecosystem.
- Support initiatives that increase customer engagement, retention, and overall platform utilization.
- Mandatory
Qualifications
- 5–8 years of experience in customer-facing roles such as Technical Customer Success Manager, Technical Account Manager, or Technical Support, preferably within SaaS, technology, or platform-based organizations.
- Proven experience onboarding customers to complex technical products and providing ongoing customer support.
- Ability to quickly learn and understand complex platforms, products, and underlying technologies.
- Strong communication and stakeholder management skills, with experience collaborating across Product, Engineering, Sales, and customer teams.
- Excellent analytical, problem-solving, and critical-thinking abilities.
- Strong organizational skills with the ability to manage multiple priorities simultaneously.
- Self-motivated team player with a high level of professionalism.
- Business-level English and Japanese communication skills.
Preferred Qualifications
- Leadership experience as a Team Lead or Technical Lead.
- Experience using JIRA and Confluence.
- Familiarity with CRM and support platforms such as Salesforce and Zendesk.
- Experience with automation tools, AI-powered workplace solutions, or process automation initiatives.
- Knowledge of process improvement methodologies such as Lean, Six Sigma, or BPMN.Experience with data analysis and reporting.
- Understanding of ROI analysis and business value measurement.
