In this position, you will work closely with customers who have implemented our anti-ad fraud tool, "Spider AF," to identify and resolve challenges, aiming to maximize service quality and customer satisfaction. You will solve issues related to ad fraud countermeasures and contribute to building the foundation of the Customer Success (CS) team and improving business processes to ensure smoother problem-solving.

Specifically, you will be responsible for the following:

• Customer Support: Supporting tool utilization, post-implementation follow-up, handling inquiries, and conducting data investigations.
• Problem Identification & Solution Proposals: Identifying challenges and proposing solutions through proactive communication with customers.
• Relationship Building & Experience Design: Providing experiences that lead to customer retention and contract expansion (upselling).
• Data Management & Analysis: Organizing and analyzing customer data to implement improvement measures.
• CS Process Design: Identifying bottlenecks in business processes, improving them, and building scalable systems.

Your role is to ensure customers can utilize the service smoothly while providing a superior experience. This is not just a reactive support role; it is a position where you solve problems alongside the customer to lead them to success. Furthermore, you can directly contribute to product growth by proposing improvements for both the product itself and operational flows.

This is a role where you can support customer success while taking initiative in a fast-paced, evolving environment. You will feel a true sense of fulfillment as your support directly impacts customer satisfaction and contract renewals.

📌 Highlights of This Position

• Strategic CS Practice: Implement strategic customer success that drives client growth.
• Direct Contribution: Contribute to operational workflow improvements and product evolution.
• Data-Driven Opportunities: Ample opportunities to enhance the customer experience using data analysis.

• Customer Success experience (2+ years) or Customer Support experience (3+ years) (SaaS industry experience welcome).
• B2B client-facing experience (e.g., negotiations, problem-solving proposals).
• Experience in data-driven improvement proposals (experience with CRM tools is a plus).
• Consulting experience (2+ years).
• Digital advertising operations experience at an advertising agency (2+ years).
• B2B Sales experience (3+ years) (SaaS industry experience welcome).
• Business-level English proficiency (as you will communicate in English with our international engineers).
• Experience in operational design and improvement for a business as a whole.

• Experience in launching or restructuring a CS organization, including business process design and improvement.
• Skills in CS KPI design and data analysis.
• Knowledge of the advertising industry or marketing field (An understanding of ad fraud countermeasures is a plus).

We welcome candidates who identify with at least 3 of the following:

1. Strong Communication Skills

• Ability to build trust with clients and accurately identify their challenges and needs through effective interviewing.
• Ability to communicate clearly within the company to ensure smooth project execution.

2. Problem-Solving Skills

• Ability to pinpoint customer issues and propose optimal solutions.

3. Adaptability to Product Updates

• Ability to quickly catch up on new features or specification changes and explain them to customers in an easy-to-understand manner.

4. Data Utilization

• Ability to analyze and leverage customer data to provide high-quality proposals.

5. Flexibility & Resilience

• Ability to respond flexibly to different customers and evolving situations.
• Ability to organize complex situations and take decisive action toward a resolution.

6. Ability to Grasp the Essence

• Ability to look beyond immediate tasks and understand the core essence of a situation.

📌 This position is perfect for you if:
✅ You excel at communicating with customers.

✅ You enjoy working in a changing environment.

✅ You naturally think, "How can we make this even better?"