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Tailor your resume to this [HENNGE One] カスタマーオペレーション / CS Operations（全社横断プロジェクト推進・戦略オペレーション） role.
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About the Role
HENNGE is seeking a CS Operations professional to join their Customer Success Division. This role is central to optimizing the customer journey and driving customer success across the entire organization, aiming to maximize ARR/NRR and LTV. The position involves designing and implementing systems to improve customer experience and product utilization, and promoting customer success initiatives company-wide.
Responsibilities
- Design and implement strategies to maximize existing customer service utilization and promote usage through data-driven analysis of customer data and product usage.
- Drive improvements and productivity gains for the entire Customer Success department, contributing to NRR improvement.
- Redesign all customer touchpoints to create a seamless success experience.
- Implement scalable systems that enable customers to independently realize value through tech-touch and self-onboarding models.
- Build a cross-organizational CS platform by integrating data from various departments to visualize customer status.
- Maximize organizational and operational productivity by eliminating reliance on individuals and designing reproducible architectures.
- Integrate the latest technologies, such as AI, into business processes to fundamentally update traditional CS operations.
Requirements
- Minimum of 3 years of practical experience in Customer Success or CS Ops at a SaaS or BtoB software company.
- Practical experience in business planning or sales planning at a SaaS or BtoB software company.
Skills
- Data analysis
- Strategy planning
- Process improvement
- Stakeholder management
- Logical thinking
- Problem-solving
- Leadership
- Proactiveness
- Communication
Location
- Tokyo Headquarters
Work Type
- Full-time
- Hybrid
Experience Level
- 3+ years
Salary/Compensations
- 7,000,000 JPY - 11,500,000 JPY
Benefits
- Health insurance
- Welfare pension insurance
- Employment insurance
- Workers' accident compensation insurance
- English language proficiency allowance
- In-person communication bonus
About the Company
- HENNGE provides 'HENNGE One', a cloud security service that comprehensively solves challenges such as security risks and operational complexities associated with the rapid adoption of SaaS and other technologies.
- HENNGE One is a subscription-based cloud service with a churn rate of around 0.3%, significantly lower than typical SaaS businesses.
- The company is expanding its workforce to drive continuous customer growth and service enhancement, promoting the utilization of cloud services by businesses.