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About the Role

As a Customer Success Manager, you will be responsible for supporting Japanese companies that have implemented AIQUA, BotBonnie, AIRIS, and AdCreative.ai. You will partner with clients from implementation to adoption and business outcome generation, ensuring they derive maximum value from the platform. This role is not a support function; it requires a deep understanding of client marketing challenges and KPIs to co-design, execute, and analyze AI Agent-driven initiatives as an integral part of the client's marketing team. You will be accountable for account retention and growth, managing everything from daily operations to Quarterly Business Reviews (QBRs). A key responsibility includes conveying client feedback to the product and engineering teams, which operate globally with a hub in Taipei, influencing feature improvement priorities.

Responsibilities

Lead onboarding for assigned accounts, achieving initial success (shortest Time to Value).
Understand client marketing challenges and KPIs to design, execute, and improve initiatives using AIQUA, BotBonnie, AIRIS, and AdCreative.ai.
Actively engage with clients on the platform, from segment design and scenario building to delivery settings and performance verification.
Monitor usage and performance data, proactively identifying and proposing improvements for underutilized areas.
Build trust with diverse stakeholders, including executive, marketing, and IT departments, and lead QBRs.
Take responsibility for contract renewals and drive account growth through upsell and cross-sell opportunities.
Clarify technical points related to tag/SDK implementation and data integration, collaborating with client technical contacts and internal tech teams to resolve issues.
Structure customer feedback and relay it to the product team to influence the product roadmap.
Collaborate with Sales, Pre-Sales, Marketing, and Product teams to maximize customer value.
Formalize success stories and knowledge into playbooks to enhance the overall team's service quality.

Requirements

Over 2 years of practical experience in digital marketing (including Marketing Automation, CRM, CDP, owned channel operations via SNS/messaging, personalization, etc.).
Over 2 years of client-facing experience in Customer Success, Account Management, Consulting, or a marketing department within a business.
Over 5 years of professional work experience.
Experience in operating marketing tools independently to complete tasks from strategy design to execution and performance analysis.
Communication skills to explain technical concepts in easily understandable terms to clients with lower technical literacy.
A proactive attitude towards client retention and account growth metrics.
Ability to think independently, drive projects forward with a sense of urgency, and engage internal and external experts.
High interest and willingness to learn new technologies, including AI, with experience using AI tools in daily work.
Japanese: Native or business proficiency.
English: Ability to conduct business communication via text with overseas teams, including Taipei.

Skills

Digital Marketing
Marketing Automation
CRM
CDP
SNS/Messaging Channel Operations
Personalization
Customer Success
Account Management
Consulting
Marketing Strategy
AI Tools Usage
Technical Communication
Project Management
Data Analysis
AI/Machine Learning Product Support
Process Improvement/Automation

Location

Japan

Work Type

Full-time

Experience Level

5+ years professional experience
2+ years digital marketing experience
2+ years client-facing experience

About the Company

Appier (エイピア) is an AI-native Agentic AI as a Service (AaaS) company.
Founded in 2012 with the vision of 'Democratizing AI' and the mission 'Turn AI into ROI'.
Currently operates in 17 locations across Asia-Pacific, Europe, and the Americas, and is listed on the Tokyo Stock Exchange (Stock Code: 4180).
Appier provides a next-generation AI platform that supports the transformation of corporate marketing DX, data utilization, and customer experience (CX) using AI Agents.
Appier AI Marketing Agent Platform offers an all-in-one marketing platform centered around AI Agents.
The AI understands and analyzes customer data held by companies, and AI Agents support everything from marketing strategy planning to execution and optimization.
It provides data infrastructure, predictive AI, marketing automation, multi-channel communication, and generative AI for creative production within a single platform to maximize customer marketing ROI.
AIQUA (アイコア) is a marketing automation platform that uses AI Agents to automatically deliver optimized customer experiences across multiple channels such as web, app, email, LINE, and push notifications.
BotBonnie (ボットボニー) is a multi-channel marketing solution that enables customer communication via AI Agents using social media like LINE and web chat.
AIRIS (アイリス) is a Predictive Customer Data Platform (CDP) that supports AI Agent decision-making.
It not only integrates customer data but also predicts future customer behavior and needs through AI predictive analysis, supporting the delivery of optimal marketing strategies and customer experiences.
AdCreative.ai (アドクリエイティブ・エーアイ) is an AI creative platform that uses generative AI to automatically create and optimize high-quality advertising creatives.