株式会社Spider LabsのCustomer Success: Driving Customer Successの求人

【Job Description / Responsibilities】
In this role, you will work closely with clients who have implemented our ad fraud prevention tool, "Spider AF." By identifying and resolving their challenges, you will aim to improve service quality and maximize customer satisfaction. You will address clients' ad fraud concerns and contribute to building the foundation and improving the operational processes of our Customer Success (CS) team to ensure smoother problem-solving.

Specifically, you will be responsible for the following:

Customer Support: Assist with tool utilization, post-implementation follow-ups, inquiry handling, and data investigation.

Problem Solving: Identify client issues through proactive communication and propose effective solutions.

Relationship Building: Foster strong relationships and deliver experiences that drive customer retention and upselling opportunities.

Data Management & Analysis: Organize and analyze customer data to implement improvement initiatives.

CS Process Design: Identify bottlenecks in current workflows, improve processes, and establish scalable systems.

This position goes beyond mere reactive support; you will play a pivotal role in ensuring clients utilize our service smoothly while guiding them toward success as a collaborative partner. Furthermore, you will directly influence product growth by proposing improvements to the product itself and operational workflows.

This is a highly rewarding opportunity where you can take initiative in a fast-paced, evolving environment. You will experience firsthand how your support directly impacts customer satisfaction and contract renewals.

📌 Why This Role is Exciting (Position Appeal)

Strategic CS Practice: Drive customer growth through strategic, proactive customer success initiatives.

Impactful Contributions: Directly contribute to operational workflow improvements and product evolution.

Data-Driven CX: Abundant opportunities to leverage data to elevate the overall customer experience.

Cross-Functional Growth: Collaborate with other departments based on customer insights, driving both company and personal career growth.

Rewarding Relationships: Partner with clients through their journey to success and experience their direct gratitude.

This is a position where your daily interactions with clients will directly shape the future of our service!

Relationship Builder:

Enthusiastic about communicating with clients and skilled at building strong, long-lasting relationships.

Resilient & Client-Facing:

Highly resilient and mentally strong, capable of confidently serving as the primary face of the company for our clients.

Problem Solver:

Naturally proactive at identifying hidden challenges and always looking for better ways to do things.

Product Champion:

Willing to roll up your sleeves and go the extra mile to continuously improve our products and services.

Data-Driven & Proactive:

Eager to leverage data to craft meaningful, high-impact proposals that truly help our customers succeed.

Big-Picture Thinker:

Possess a broad perspective that extends beyond your immediate scope, with a genuine desire to drive overall business improvement.

Experience:

2+ years of experience in B2B Customer Success, OR 3+ years of experience in Customer Support. (Experience in the SaaS industry is highly preferred.)

Client Management:

Proven experience in B2B customer-facing roles, including sales, account management, client negotiations, and proposing solutions to business challenges.

Language Skills:

Native-level Japanese (Required,

Data-Driven Improvements:

Experience proposing business improvements using customer data. (Experience with CRM tools is a plus.)

Ad Operations:

2+ years of experience in advertising operations (ad ops) or campaign management at an advertising agency.

B2B Sales:

3+ years of B2B sales experience. (Experience in the SaaS industry is highly preferred.)

Language Skills:

Business-level English. (Capable of verbal communication and collaboration with our international engineering team.)

Operations Design:

Experience in designing, optimizing, and improving company-wide operational workflows.