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About the Role
Cogent Labs is seeking a Customer Success Operations/Customer Marketing professional to maximize existing customer engagement. This role optimizes operational processes through data analysis and tool utilization, while also driving customer utilization and upsells via a 1-to-N approach.
Responsibilities
- Build and operate data infrastructure and health scores using CRM and product usage data.
- Identify issues in onboarding and renewal processes and drive efficiency and automation through technology.
- Support CSM productivity by developing playbooks, managing tools, and organizing knowledge.
- Plan and execute tech-touch initiatives, including content creation and distribution via MA tools.
- Organize and manage user events and webinars to promote product utilization and share best practices.
- Plan, collect, and analyze customer survey data, such as NPS.
Requirements
- Minimum of 2 years of practical experience in Customer Success, Marketing, or Sales/Business Planning within the B2B IT/Software/SaaS industry.
- Experience operating and utilizing CRM and MA tools (e.g., HubSpot, Salesforce).
- Ability to drive projects forward and communicate effectively with multiple stakeholders (CSMs, Development, Sales, etc.).
- Native-level Japanese proficiency.
Skills
- CRM tool operation
- MA tool operation
- Data analysis
- Process improvement
- Automation
- Content creation
- Event planning
- Webinar hosting
- Customer survey analysis
- SQL
- BI tools
Location
- Tokyo, Japan
Work Type
- Full-time
- Onsite
Experience Level
- 2+ years
Salary/Compensations
- ¥4,200,000 - ¥6,000,000
Benefits
- Social insurance (Health, Pension, Employment, Worker's Accident)
- Defined contribution pension plan
- Commuting allowance
- Visa application support
- Language learning support
- Childcare support
- Gym subsidies
- Regular health check-ups
- Breakfast, coffee, and tea provided
- Maternity, childcare, and childcare leave (including for men)
- Childcare leave
- Performance-based bonuses (twice a year)
- Stock options
About the Company
- Cogent Labs is a pioneering AI startup based in Tokyo, at the forefront of AI innovation since 2014.
- The company is rapidly growing with the latest technological advancements and offers an ideal environment for ambitious professionals seeking to make an impact by solving a wide range of business challenges.
- Building on advanced AI-based document automation technology developed over many years with its core product 'SmartRead', the company is now expanding its expertise to the complete automation of business processes.
- By fully leveraging AI's ability to accurately extract and understand critical information from documents, Cogent Labs is constructing AI-powered workflow automation solutions that seamlessly link information acquisition to subsequent actions, dramatically improving corporate productivity.
- Through these cutting-edge, comprehensive automation services, Cogent Labs aims to contribute to solving Japan's social issue of labor shortage and realize a society where one person can create the value of 10 to 100 people.