【B2B】Merchant Success - Japanese

Key Responsibilities

Customer Success & Account Management

• Manage merchant onboarding and ensure successful adoption of the platform.
• Monitor merchant performance and identify growth opportunities.
• Develop and execute retention strategies to improve customer engagement.
• Build long-term relationships with key merchant accounts.

Customer Engagement & Support

• Gather and analyze customer feedback to drive product and service improvements.
• Respond to merchant inquiries via chat, email, and phone.
• Act as a trusted partner by providing solutions and best practices.
• Foster customer loyalty and community engagement.

Cross-functional Collaboration

• Work closely with Product and Marketing teams on merchant growth initiatives.
• Coordinate cross-functional projects to enhance merchant experience.
• Translate customer insights into actionable business recommendations.

Requirements

Must-have

• 3+ years of Customer Success, Account Management, or Customer Service experience.
• E-commerce industry experience.
• Business-level Japanese proficiency (JLPT N1 or equivalent).
• Native-level Chinese or English proficiency.
• Strong communication and stakeholder management skills.

Preferred

• E-commerce marketing experience.
• Startup environment experience.
• SaaS or Customer Success background.
• Experience working with cross-functional teams.

Ideal Candidate

• Customer-centric and relationship-driven.
• Strong problem-solving and communication skills.
• Passionate about helping customers succeed.
• Thrives in a fast-paced and evolving environment.
• Excellent time management and prioritization abilities.
• Comfortable working in multicultural and international teams.

Company Highlights

Work Environment

• Leading Asia-based E-commerce SaaS provider.
• International and collaborative culture.
• Flat organizational structure.
• Flexible working hours and hybrid work model.

Benefits

• 15+ days annual leave from Year 1.
• Full-paid sick leave.
• Family care leave.
• Birthday leave.
• Performance bonus.
• Learning & development support.
• Wellness benefits, including massage services.
• Team-building activities and company-sponsored events.

One-line Positioning

A Customer Success role focused on helping Japanese B2B merchants maximize growth, retention, and platform adoption through strategic account management and cross-functional collaboration.