Customer Success Manager
- Full-time
- Current Square Employee?: Apply via go/jobs with your Square email.
Company Description
Job Description
We’re seeking a fluent Japanese and English speaking Customer Success Manager to report to our Customer Success Leader and manage a group of our Customer Success Advocates - who pride themselves on providing outstanding customer care to Square merchants across Japan. You will be passionate about Square and our focus on economic empowerment, a strong people manager and someone who loves working in a high-tech environment. You will not only lead a team of passionate Customer Success Advocates, but will also build outstanding operations - optimising all Customer Success channels including email, social media, and phone - while strengthening team culture, driving customer happiness, and promoting employee success. You will report to the Head of Customer Success in Tokyo.
You will:
Coach Customer Success team members, with a focus on continuing and enhancing their professional development
Improve Square Japan customer satisfaction across all channels (email, social media, phone)
Ensure delivery of critical Customer Success projects, leading these end to end
Gather and synthesise data, suggesting improvements of tools, techniques and productivity to help scale the team
Scale the Customer Success team by capitalising on opportunities for increased effectiveness and efficiency
Qualifications
You have:
A passion for Square and ensuring an outstanding customer experience
Customer success experience with experience directly managing teams of at least 5 individual contributors
The ability to effectively influence and communicate with cross-functional teams
Creative problem-solving abilities BA/BS degree or related experience
Past product or project management experience
Fluency in Japanese and English
Additional Information
Perks
At Square, we want you to be well and thrive. Our global benefits package includes:
- Healthcare coverage
- Retirement Plans
- Employee Stock Purchase Program
- Wellness perks
- Paid parental leave
- Flexible time off
- Learning and Development resources