Customer Success Manager??????

Customer Success Manager

ROUTE06 is a DX partner that supports the business model transformation of large enterprises. Through the provision of the enterprise business API platform Plain and agile business implementation support, ROUTE06 realizes the platformization of large enterprises' commercial transactions and contributes to creating new corporate value. The products developed include mall-type EC, OMO store, marketplace, and more, with business phases ranging from startup to growth.

ROUTE06's Customer Success Manager contributes to the success of customers through the enterprise business API platform Plain. To ensure customer success, they provide onboarding support, conduct current status reporting and issue extraction, and lead improvements (including the introduction of new features) both internally and externally.

The job responsibilities include the following:

• Onboarding support for the enterprise business API platform Plain
  • Activities to explain and promote the use of the product to customers
  • Listening to on-site users and extracting issues
• Appropriately feeding back customer inquiries and requests to the company for improvement (including alternative solutions and feature development)
• Creating and updating product manuals, guidelines, FAQs, and other documents
• Coordinating with data analysts, designers, product managers, engineers, and others to improve customer engagement in all related activities

ROUTE06's Customer Success Manager focuses on supporting customer business growth rather than upselling or cross-selling. Depending on performance and trust from within and outside the company, there are opportunities to challenge team management and product management roles.

Required Qualifications

• Customer success experience with SaaS products (1 year or more)
• Interest in SaaS products

Preferred Qualifications

• Customer success experience with enterprise (large customers)
• Account management experience with enterprise (large customers)
• Experience in driving projects
• Data analysis experience

Desired Personality

• Someone who shares our vision and approach to the future
• Someone who agrees with our guiding principle of "Be a Disruptor / Stay a Kind Transformer"
• Someone with a strong curiosity and a positive attitude towards new challenges and learning
• Someone who respects and values others' work and maintains respectful and considerate communication

Selection Process

The selection will be conducted entirely online. The selection process typically takes about 1.5 months, but we will be flexible to accommodate candidates' schedules. If you have any concerns, please feel free to ask.

Employment Terms

Employment Type

• Full-time employee (probationary period: 3 months)

Work Location

• Remote work is generally preferred

Work Schedule

• Flexible working hours/standard working hours of 8 hours per day (no core hours)
• Weekends and holidays off, with 20 days of paid leave on the first day of employment, and other relaxation leave

Salary

• Determined based on skills, experience, and ability (with potential for raises)
• Stock option system available

Other Benefits

• Childcare leave premium
• Remote work allowance and learning support system