Manager, Customer Success

The Manager, Customer Success at OfferFit in Tokyo, Japan leads the frontline of client partnership, turning adoption into advocacy and fueling the company’s rapid growth in the AI‑driven e‑commerce optimization market. In this role you own the end‑to‑end success journey for a portfolio of strategic accounts, ensuring customers extract maximum value from OfferFit’s predictive analytics platform. Your strategic guidance directly impacts churn reduction, upsell velocity, and the overall market reputation of OfferFit, positioning the company as the go‑to solution for data‑centric retailers across Asia. Reporting to the Head of Global Customer Success, you will shape the regional playbook, mentor a growing team of Customer Success Specialists, and collaborate with product, sales, and engineering to feed market insights back into the roadmap—creating a clear path for advancement into senior leadership or cross‑functional roles as the business scales.

- Drive proactive onboarding, training, and adoption programs that accelerate time‑to‑value for enterprise retailers.
- Monitor health scores, usage analytics, and NPS metrics, intervening early to mitigate risk and increase renewal rates.
- Partner with the Solutions Engineering and Product teams to translate customer feedback into feature enhancements and new use‑case development.
- Lead quarterly business reviews, presenting data‑driven insights and ROI calculations that demonstrate measurable impact on sales lift and inventory efficiency.
- Develop and execute expansion strategies, identifying upsell and cross‑sell opportunities that align with each client’s growth objectives.
- Coach and develop a high‑performing Customer Success team, establishing best practices, playbooks, and performance dashboards.
- Serve as the voice of the customer in internal forums, championing a customer‑centric culture across OfferFit.

Why Join OfferFit? Our culture blends the agility of a startup with the rigor of a data‑focused enterprise, rewarding curiosity, collaboration, and continuous learning. Based in vibrant Tokyo, you’ll work alongside industry leaders who are redefining how retailers leverage AI to predict demand, optimize pricing, and personalize experiences. OfferFit invests heavily in professional development—providing access to advanced analytics certifications, leadership workshops, and global mentorship programs—so you can accelerate your career while shaping an industry in transformation. As the e‑commerce landscape evolves, the Manager, Customer Success becomes a pivotal catalyst for client success and company growth, offering you a unique platform to make a lasting impact, build a high‑visibility network, and grow into a senior executive role within a fast‑expanding market.