Head of Customer Success

[CONFIDENTIAL] Head of Customer Success (B2B Product)

Location: Tokyo
Employment Type: Full-time

Company Overview (Confidential)

A platform-based B2B product company providing solutions that support customers’ business operations across multiple services.

The company emphasizes data-driven improvement cycles and is currently entering the next phase of growth, both in terms of business scale and organizational maturity.

Background of the Role

As the business continues to scale, deepening relationships with existing customers and driving
higher retention and LTV have become critical priorities.

The Customer Success organization has grown to a multi-team structure (dozens of members).
To support the next stage of growth, the company is seeking a Head of Customer Success who can lead both strategy and execution.

Mission

Lead the Customer Success organization to simultaneously maximize customer value and business growth.

• Build a scalable and repeatable CS model

• Drive LTV optimization from a customer-centric perspective

• Maximize organizational performance

Key Responsibilities

Oversee the entire Customer Success organization and lead the following initiatives:

• Develop and execute CS strategy
  (LTV growth, churn reduction, contraction MRR prevention)

• Drive expansion strategies including upsell and cross-sell

• Organization design, manager development, performance evaluation, and hiring strategy

• Promote tech-touch and data-driven CS operations
  (health score design, process optimization)

• Improve customer satisfaction using metrics such as NPS

Why This Role Matters

• A hands-on leadership role connecting strategy with on-the-ground execution

• A position at the intersection of Customer Success and Revenue, directly impacting business results

• Opportunity to lead and scale a multi-team CS organization with a focus on repeatability

• Shape Customer Success as a core growth driver, not just a support function

Required Qualifications

• 5+ years of Customer Success management experience in a B2B product environment

• Experience managing teams of 5–15+ members, including manager development

• Proven experience leading CS strategy or transitioning from high-touch to tech-touch models

• Hands-on experience driving renewals, upsell, and expansion with a strong focus on MRR / NRR

Preferred Qualifications

• Customer Success experience in platform-based businesses

• Experience building CS Operations or data foundations

• Experience using CRM / CS tools

• Strategic planning or organization design experience from a management perspective

Ideal Candidate Profile

• Thinks about business growth starting from customer success

• Thrives in uncertain, fast-changing environments and proactively drives solutions

• Balances high-level strategic thinking with strong on-the-ground execution

• Combines data-driven decision-making with strong people leadership