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About the Role

The T-Ads Associate Customer Success Manager (Japan) will serve as Vistar's primary operational and customer-facing resource in Japan, combining enterprise technical support, customer success, onboarding, and operational coordination. This role supports customers throughout their lifecycle and acts as the local liaison between customers and Vistar's internal teams. As an early member of Vistar Japan, you will help build a culture of innovation and success.

Responsibilities

Own the operational customer relationship for Vistar's Enterprise SaaS customers in Japan and act as the primary local point of contact after contract signature.
Coordinate customer onboarding and implementation from project kickoff through go-live, including timelines, customer readiness, training, and internal handoffs.
Act as the first line of support for Enterprise platform issues, investigate and reproduce problems, and communicate clear solutions or workarounds to customers and internal teams.
Coordinate escalations with Operations, Product, and Engineering, ensuring issues are accurately documented, prioritized, and communicated through resolution.
Work with the APAC Enterprise team to drive product adoption and feedback, retention and expansion opportunities, and conduct business reviews to improve customer satisfaction.
Identify customer knowledge gaps and create or localize Japanese-language training materials, product documentation, and self-service resources.
Test significant new features and workflows before release when required, with particular attention to customer impact and Japanese market requirements.
Maintain accurate customer records, support cases, onboarding plans, health information, and operational documentation in Vistar's agreed systems.
Support selected customer meetings, industry events, and local operational activities where Japanese-language or market expertise is required.

Requirements

3-5+ years of experience supporting, implementing, or managing enterprise SaaS or B2B software customers.
Fluent Japanese and strong business-level English communication skills.
Experience in customer success, technical support, software implementation, or a similar customer-facing operational role.
Strong problem-solving skills and the ability to translate technical issues into clear customer communications.
Experience deploying and supporting software products, including integrations and user-facing applications.
Comfort troubleshooting APIs and web-based software.
Strong organizational and project-management skills, with the ability to manage multiple customers, priorities, and stakeholders.
Experience in digital out-of-home, advertising technology, digital signage, or media operations is preferred but not required.
Customer-focused and passionate about helping customers achieve successful outcomes.
Technically curious, analytical, and comfortable investigating unfamiliar problems.
Highly organized, proactive, and able to take ownership from initial issue or project through resolution.
A clear communicator who can build trusted relationships across customers and internal teams.
Commercially aware and able to recognize customer risks and growth opportunities.
Calm under pressure, collaborative, and comfortable working across time zones in a global organization.
Excited to build Vistar's local operating capability in Japan and contribute to a positive team culture.

Skills

Postman
Command-line tools
HTML
JavaScript
SQL

Location

Japan

Work Type

Full-time

Experience Level

3-5+ years

Benefits

Competitive compensation and company benefits, which vary by region.

About the Company

Vistar Media is the home of out-of-home (OOH). As a global ad tech company and the world's largest digital out-of-home (DOOH) advertising marketplace, we offer technology designed to make buying and selling OOH media easier.
Our goal is simple: to help the world's marketers leverage OOH's unique ability to motivate and delight.
From strategic partnerships with major media owner networks to executing impactful campaigns with renowned global brands such as Nestlé, Porsche, Target, and Levi's, our team is filled with passionate, innovative, and collaborative problem solvers, engaging and entertaining consumers like you in the real world.
Find your home in out-of-home - find your people at Vistar.
As of January 2025, Vistar Media was acquired by T-Mobile and is now part of T-Mobile Advertising Solutions.
By combining our DOOH expertise with T-Mobile’s unique customer insights and expansive omnichannel capabilities, we’re creating new opportunities to innovate at scale and make a meaningful impact on the future of out-of-home media.
Digital out-of-home is all around you, from the billboards in Shibuya Crossing to screens at transport hubs, retail stores, elevators, electric vehicle charging stations and everything in between.
Our mission is to power that global digital signage ecosystem.
We've built software solutions that can run entire signage networks and an end-to-end marketplace for programmatic advertising exclusively for digital out-of-home.
Vistar Media is a rapidly growing global software and advertising technology company.
In addition to our industry-leading technology, we're proud of the positive, supportive culture we've built.
We're scaling our teams globally; join us!