【AIR英語】カスタマーサクセス

About HERP With our mission to "Change Hiring, Strengthen Japan," we are an HR Tech company that develops and provides multiple services tailored to various stakeholders in the recruitment field, aiming to achieve the optimal match between companies and talent. [Click here to read our CEO's thoughts on our mission.] We offer a range of products, including HERP Hire (an applicant tracking system that accelerates digital talent acquisition), HERP Nurture (a talent pool management system), HERP Trust (an online-complete reference check tool), and Jobmill (a vacancy management system for recruitment agencies). Our core product, HERP Hire, has been implemented by over 2,000 companies, ranging from fast-growing IT startups to enterprises listed on the Tokyo Stock Exchange. While we have grown primarily as an ATS company with HERP Hire, in recent years we have been driving a multi-product strategy to solve hiring market challenges from multiple angles. This includes scaling our existing businesses, launching new initiatives, and expanding our business domain through M&A. Background To drive each of our products forward at HERP, we are looking for Customer Success members who resonate with our mission. To maximize the recruitment success of our client companies (both hiring companies and recruitment agencies), you will be entrusted with a wide range of responsibilities depending on the business phase and client challenges—from product onboarding and data-driven consulting to building CS operations. [Click here to learn more about HERP’s mission, strategy, organization, and businesses.] Job Responsibilities You will be responsible for Customer Success operations for either our hiring company services or recruitment agency services. Short-term Goals Supporting new onboarding for assigned clients. Designing and executing operations for product adoption support. Serving as the primary lead for contract renewals, proposing and negotiating renewals based on the client's utilization and health status. Gathering and analyzing client requests and feedback, and collaborating with the product development team. Driving sub-projects forward. Medium to Long-term Goals Planning, executing, and driving proactive CS initiatives that contribute to improving client outcomes. Systematizing knowledge and know-how to deliver value to clients. Improving business processes within the CS department, creating efficient operations and frameworks. Leading high-difficulty projects. Note: Final responsibilities will be determined by aligning business needs with your aptitude and career goals. The above is just an example. Scope of change in duties: Duties as defined by the company. Career Path Examples Team Leader: Managing a team of multiple members. Customer Success Specialist: Providing high-level consulting for complex, challenging accounts. Business Development: Leading cross-functional projects in collaboration with product development, sales, and marketing teams. Note: The above are examples. Upon request, we can arrange casual interviews with internal members who have taken similar career steps. Team Our team members come from a wide variety of backgrounds, including Japanese listed companies, mega-ventures, startups, foreign consulting firms, entrepreneurs, and recent graduates. [Member Profiles] ["Voices of Employees" – Casual comments from our team] [Jobmill Team Roundtable Discussion] [HERP Hire Customer Success Team Roundtable Discussion] Why Join Us? (The Appeal of Our Environment) Pure Focus on Value: You can focus genuinely on creating ideal hiring experiences and bringing value to society, rather than just selling a service or driving business metrics. Close Client Proximity & Collaboration: You will work in close proximity to clients, where both development and business teams collaborate tightly to enhance product value. Open & Flat Culture: Regardless of job title or role, we foster an open, flat environment where everyone can engage in equal discussions focused on achieving results. Flexibility & Care: While we make rational, data-driven decisions regarding results, we deeply value empathy and care for our members, allowing for flexible, long-term careers. Tech Stack & Tools Used HERP Hire (Applicant Tracking System) Slack (Communication) Notion, Scrapbox (Documentation) Google Workspace (Groupware) Salesforce (SFA / MA) Dialpad (IP Phone) Channel Talk (Customer Support) Selection Process Please review our Culture Deck for details.

Requirements Minimum Qualifications 3+ years of corporate client-facing (B2B) experience in any of the following: Onboarding or adoption support for enterprise systems / SaaS. Account management / deep-dive sales for IT or intangible assets. Customer Success. Proven experience driving projects forward while engaging both internal and external stakeholders. A professional mindset that views solving client challenges as your own success. Strong interpersonal and communication skills to build trust with team members.

Preferred Qualifications An understanding of recruitment and recruitment agencies, such as: Experience working in HR-related businesses or services. Experience working as a recruitment consultant (both 360-degree/both-sided and RA/Recruitment Advisor experience is a plus). Experience communicating with recruitment agencies from the hiring company side. A strong willingness to learn and quickly catch up on recruitment agency business models and matching processes. Experience in designing and improving Customer Success workflows. Experience systematizing client support or improving operational efficiency. Experience designing health scores, KPIs, etc. A customer-centric mindset with experience collaborating with development teams to improve the overall service experience.