Job Description:

Business Overview

Rakuten group has almost 100 million customers in Japan and 1 billion customers around the world, and provides more than 70 services such as e-commerce, payment services, financial services, mobile, media, sports, etc.

Department Overview

The AI & Data Consulting Department is part of AI Services Supervisory Department and act as the bridge between the business units and our data and AI professionals.　

Position:

Why We Hire

We are seeking a Customer Success Manager with a robust background in SaaS industry to lead customer success role for mainly Rakuten group internal AI & data products to accelerate AI-nization in Rakuten.

Position Details

As a Customer Success Manager, you will be responsible for various tasks as a member of a team of customer success professionals who support organizations and business units within Rakuten in leveraging AI/data products to achieve business success. You will develop strategies and tactics to effectively utilize customer success capabilities and execute operations, delivering the best outcomes for organizations and business units within Rakuten.

As a member of AIDC, you will collaborate with consultants from other teams within the department, as well as engineers, product managers, data scientists, and others from different departments, driving overall coordination to support organizations and business units within Rakuten.

Mandatory Qualifications:

- Over 5 years of experience as a Customer Success Manager in a SaaS company.

- Experience in collaborating with multiple stakeholders with differing interests (sales, marketing, product development, customer support, etc.) to solve problems.

- Experience in handling Customer Success tasks for large enterprises (over 1,000 employees).

- Basic understanding of generative AI (ChatGPT, Gemini, Claude, etc.) and a passion for continuously learning about new technologies.

- Possesses diplomacy, tact, and poise under pressure when addressing customer issues.

- Native-level Japanese and business-level English.

Desired Qualifications:

- Experience in building new Customer Success processes.

- Experience in handling Customer Success for newly developed products.

- Experience as a project leader or project manager in software development projects.