Customer Success Manager, Senior Manager (BtoC)

Customer Success Manager, Senior Manager (BtoC) – Airkit, Tokyo, Japan
As a senior leader of Airkit’s BtoC customer success team, you will own the end‑to‑end journey of our enterprise‑scale consumer brands, turning product adoption into measurable business growth. In this high‑visibility role you partner with product, sales, and engineering to design and execute strategies that boost retention, expand usage, and accelerate revenue for our Salesforce‑powered solutions. Your influence spans across multiple verticals—retail, travel, fintech—where you will shape the roadmap for millions of end‑users, championing a data‑driven, customer‑centric culture. The position offers a clear path to executive leadership, with opportunities to lead larger cross‑functional squads, contribute to global go‑to‑market plans, and become a thought leader in the rapidly evolving CX ecosystem.

- Drive proactive success plans that increase Net Retention Rate and Lifetime Value for BtoC accounts.
- Lead a team of 8‑10 Customer Success Specialists, providing coaching, performance metrics, and career development.
- Partner with Product Management to translate customer feedback into feature enhancements and roadmap priorities.
- Analyze usage data and health scores using Salesforce CRM, Tableau, and Airkit’s analytics suite to identify churn risks and upsell opportunities.
- Conduct executive business reviews, presenting ROI insights and strategic recommendations to C‑level stakeholders.
- Coordinate with Sales, Marketing, and Professional Services to ensure seamless onboarding, adoption, and expansion initiatives.
- Champion best practices in customer journey orchestration, leveraging low‑code automation and AI‑driven personalization.

Joining Airkit means becoming part of a purpose‑driven, innovation‑first culture that thrives on collaboration, agility, and continuous learning. We empower our people with robust professional development programs, including Salesforce certifications, mentorship from industry veterans, and access to global conferences that keep you ahead of CX trends. At Airkit, you’ll work in a vibrant Tokyo office that celebrates diversity, encourages bold ideas, and rewards impact with fast‑track promotion pathways. This role places you at the heart of the Salesforce ecosystem, where your expertise will directly shape the future of consumer digital experiences and drive transformative outcomes for world‑class brands.