Customer Success Manager

About KOMOJU

KOMOJU (by Degica) is the leading cross-border payment gateway for Japan. We power payments for companies like the video game distribution platform Steam and the popular mobile app TikTok. Today, we help thousands of merchants by providing them with the payment infrastructure they need through developer-friendly APIs to integrations on popular platforms like Shopify and Wix; we help our merchants grow in all markets they are expanding.

International at our core

Our founder is Canadian, and about 50% of our employees are non-Japanese. In the engineering team, we use English as our common language, and many people are bilingual throughout the company. Being an international company, we know the importance of bilingualism. We offer all employees a choice between English and Japanese lessons. We hire international professionals who are not yet based in Japan.

Remote work and flextime available

At KOMOJU we embrace remote work, and you can work remotely from anywhere. We still have an office which you can use if you’d like to, but we don’t mandate you come to it.

You have the flexibility to set your work schedule, provided you work during the mandatory core hours, meet the total monthly work hours, and complete your job duties and responsibilities. When you’re working outside of Japan, we offer some additional flexibility but are still looking for some overlap with Japanese business hours.

Description

Are you passionate about helping customers succeed? Do you have a background in financial services, IT, or similar industries? We are seeking a friendly and driven Customer Success Manager to join our team in DEGICA Customer Success Team. As a Customer Success Manager, you will play a crucial role in ensuring our customers achieve their goals and maximize their satisfaction with our products and services. This is an exciting opportunity to join a fast-paced and rapidly growing company, working directly with customers and influencing their success.

Responsibilities

• Enable KOMOJU payment gateway to customers (merchants) by reviewing their applications and removing their concerns and addressing questions
• Build and maintain strong relationships with customers, acting as a trusted advisor and advocate for their needs
• Understand customers' business objectives and provide guidance on how our products and services can help them achieve those objectives
• Collect and analyze Voice of Customer (VoC) and proactively identify potential issues or challenges impacting customer success. Collaborate with internal departments to propose improvements and lead solutions
• Collaborate with cross-functional teams to implement customer success programs and initiatives
• Conduct check-ins and business reviews with customers to ensure their satisfaction and identify opportunities for upselling or cross-selling
• Provide training and guidance to customers to help them optimize their use of our products and services by leveraging data
• Monitor and analyze customer usage and engagement data to identify trends and patterns

Requirements

• Prior experience working in a customer success or customer support role in the financial services or IT industry
• Excellent communication and interpersonal skills, with the ability to effectively communicate complex ideas and concepts to customers
• Strong problem-solving and critical-thinking abilities
• Ability to manage multiple customer accounts simultaneously while maintaining a high level of customer satisfaction
• Experience using customer success software or CRM tools is a plus

Benefits

• At Degica, we embrace remote work while also offering office space for those who prefer in-person collaboration
• 10 days regular vacation, additional 5 days summer and 5 days winter vacation
• Paid birthday holiday
• Budget for self-learning allowance, to ensure our employees’ skills remain current
• Language training for Japanese/English