Customer Success Senior Managerの求人

Spider Labs, Inc. is spearheading a new frontier in web marketing—" security "—under the mission of " Building a Safer and Happier future with AI ." While the company has historically grown as a pioneer in combatting "ad fraud" in digital advertising, it is now expanding its domain to become a "Marketing Security" platform that comprehensively addresses risks including ad fraud, unauthorized reselling, brand damage, and even external tag manipulation. The flagship product, "Spider AF," utilizes AI and big data analytics, boasts compatibility with the highest number of advertising platforms in Japan, and is trusted by over 600 companies across more than 18,500 sites. The company is in a growth phase, aiming to be "The best anti fraud company ever" with an IPO in sight. In light of this expanding business scope and accelerated growth, strengthening the Customer Success organization is essential to maximize customer ad ROI and LTV, driven by data and deep knowledge of advertising and AdTech. We are seeking a CS Manager to fill a pivotal, strategic role, reporting directly to the CEO. The primary mission of this individual is to lead the CS team, drive the achievement of KPIs like retention rates and NPS, and build the organizational scalability and future leadership pipeline. 1️⃣ Team Management & Performance Leadership ・Lead the CS team to achieve KPIs such as retention rate, NPS, and upsell ratio. ・Coach, mentor, and evaluate team members through regular 1-on-1s and performance reviews. ・Manage workload distribution, resources, and scheduling to optimize the team’s QCD (Quality, Cost, Delivery). 2️⃣ Data-Driven Customer Success & Ad Operations Support ・Analyze advertising performance data and quantify the ROI improvement achieved through Spider AF. ・Understand key metrics and processes in digital ad operations (Google, Meta, affiliate, DSP, etc .), and design effective customer strategies. ・Conduct churn analysis, campaign evaluations, and ROI reporting to guide clients’ decisions. 3️⃣ Industry Expertise & AdTech Consulting ・Leverage in-depth knowledge of programmatic, affiliate, and app advertising trends to provide actionable insights to clients. ・Act as a subject-matter expert on ad fraud prevention, traffic quality, and media optimization . ・Advise clients on how to adapt to industry changes such as AI-driven optimization and cookie deprecation. 4️⃣ Cross-Functional Collaboration ・Partner with Product, Sales, and Marketing teams to integrate customer feedback into product roadmaps and communication strategies. ・Deliver data-driven insights that directly influence feature prioritization and service improvements. ・Identify and execute upsell and cross-sell opportunities with Sales. 5️⃣ Process Optimization & Organizational Growth ・Develop and maintain CS playbooks (Renewal, Escalation, Campaign Support). ・Drive workflow automation and standardization to improve team efficiency and scalability. ・Build a sustainable team structure capable of nurturing future CS leaders. Expected Outcomes ・Improved customer retention rate and overall LTV. ・Consistent achievement of team KPIs (Renewal, Upsell, NPS). ・Enhanced customer ROI through Spider AF’s measurable impact. ・Stronger operational scalability and talent development within the CS organization.

・A leader who understands the evolution of the advertising industry (AI optimization, privacy, measurement shifts). ・A player–coach who balances data analysis and relationship-building to deliver results. ・A proactive and collaborative leader who believes “ Customer Success = Company Growth .”

・2+ years of experience in ensuring marketing 'safety and security,' which includes handling anti-ad fraud measures, brand safety, and website security. ・2+ years of hands-on experience in digital advertising operations (agency or in-house). ・3+ years in B2B SaaS or AdTech Customer Success, Account Management, or Client Services. ・Proven team management experience (3–5 members or more). ・Strong analytical skills with tools such as HubSpot, Google Analytics, and BI dashboards. ・Ability to structure customer challenges and translate insights into action plans. ・Native-level Japanese and business-level English (reading and basic conversation).

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