【Company Overview】
Driven by our mission to "Safeguard the Digital Business Ecosystem," Spider Labs (Spider AF) is a global marketing fraud prevention SaaS startup. With our headquarters in Tokyo and offices in Lisbon, Cork, and New York, we are currently evolving from digital ad fraud prevention into the next-generation Agent Trust Infrastructure.

【Role Overview】
In this role, you will be responsible for driving the adoption and growth of customers who have implemented Spider AF, directly leading efforts to prevent churn and increase Net Revenue Retention (NRR). You are expected to act as a business partner who extracts insights from customer data and solves client business challenges through a deep understanding of our product. By combining customer negotiation, data analysis, and process improvement, you will also contribute to building the foundations and frameworks of the CS team.

【Position Summary】

• Job Title: Senior Customer Success Specialist (Grade: S3)
• Employment Type: Full-time (Permanent)
• Location: 4F Minami Aoyama ST Bldg, 7-10-3 Minami Aoyama, Minato-ku, Tokyo 107-0062 (Hybrid)

【Responsibilities】
In this position, you will work closely with customers using our ad fraud prevention tool, "Spider AF," to identify and resolve their challenges, aiming to maximize service quality and customer satisfaction. Rather than just handling reactive support, you will act as a strategic business partner to guide customers toward success.

Your key responsibilities will include:

• Leading onboarding, driving product adoption, and conducting regular follow-ups for assigned accounts.
• Detecting early signs of churn, taking proactive measures, and planning/executing retention strategies.
• Identifying upsell and cross-sell opportunities and delivering proposals that connect our product with customer needs.
• Transforming customer data (usage metrics and health scores) into actionable business insights, driving continuous improvement through the PDCA cycle.
• Developing, maintaining, and monitoring KGI/KPI dashboards for the CS department.
• Identifying bottlenecks in business processes, improving operations, and designing scalable workflows.
• Feeding back customer insights to the Product team to drive software enhancements.

【AI Utilization & Impact Requirements (Company-Wide)】

• S3 Grade Standard: Leverage AI and other technologies to optimize and streamline your

【Requirements】

• 2+ years of experience in ad operations at an advertising agency, or in ad operations/direction from an advertiser-side perspective.
• 3+ years of experience in B2B Customer Success or Customer Support.
• Experience designing, tracking, and taking ownership of CS metrics (e.g., NRR, Churn Rate, Health Score) to achieve performance targets.
• Experience transforming customer data into actionable business insights to drive improvement proposals and strategic decision-making (experience limited to data compilation/maintenance is not sufficient).
• Hands-on experience in account management, identifying upsell/cross-sell opportunities, and proposing product expansion to customers.
• Strong consultative communication skills with the ability to manage high-stakes B2B client negotiations and solve complex issues.
• Native-level Japanese proficiency (as you will be primarily managing domestic clients).

【Preferred Qualifications】

• Experience conducting customer data analysis and proposing improvements utilizing CRM tools such as Salesforce or HubSpot.
• Hands-on experience as a Customer Success Specialist / Customer Success Manager (CSM) at a SaaS company.
• Experience optimizing CS operations using AI tools, as well as driving the adoption, sharing knowledge, or conducting training sessions on AI tools within the company or team.
• 2+ years of experience in ad operations at an advertising agency.
• 3+ years of experience in B2B sales.
• Business-level English proficiency (for daily communication with global/non-Japanese team members within the company).
• Experience in business-wide operations design and process improvement.

【We are looking for someone with:】

• Ownership of CS Metrics
  Individuals who take complete ownership of metrics such as NRR, churn rate, and upsells, and who can act autonomously to achieve these targets.

• A Strategic Business Partner Mindset
  Instead of acting merely as an executioner or order-taker, someone who treats customer challenges as their own and proposes solutions built on a deep understanding of our product.

• Self-Accountability (Internal Locus of Control)
  Individuals who do not blame external factors when problems arise, but instead take the initiative to find solutions and take action.

• Strong Communication Skills
  The ability to accurately probe into client challenges and needs, and convey information clearly and concisely. This also includes the capability to maintain solid, collaborative communication internally.

• A Team-Player Attitude
  Someone who can deliver results by collaborating effectively with fellow CS team members and other departments (Sales, Product, and Engineering).

• High Learnability & Adaptability
  The ability to quickly catch up and master domain-specific industry knowledge and product intricacies in a short period.

• A Problem-Solving Orientation
  Individuals who can logically organize client issues to design and execute optimal solutions. This includes the ability to deconstruct complex situations and drive them toward resolution.

• A Continuous Improvement Mindset
  Someone who constantly asks, "How can we make this better?" on a daily basis and takes proactive ownership to drive improvements.