Why This Job is Featured on The SaaS Jobs
Customer Success remains one of the clearest career tracks in SaaS because it sits at the intersection of product adoption, renewals, and customer outcomes. This Customer Success Manager role in Tokyo is notable for its regional focus on Japan, where SaaS vendors often need strong local execution to translate global product capabilities into day to day customer value.
Over time, this kind of CS seat builds durable SaaS skills that travel well across categories: running structured customer cadences, turning usage signals into retention actions, and coordinating internally to resolve escalations. The listing also points to a deliberate onboarding program and early emphasis on learning the product and internal systems, which mirrors how many SaaS revenue organizations standardize ramp and operating rhythm.
The role fits professionals who prefer customer facing work with clear ownership of relationships and outcomes, and who enjoy becoming the internal advocate for customer feedback. It will suit someone comfortable facilitating meetings, balancing qualitative context with account data, and collaborating across Sales, Product, and Support. Given the Japan remit and bilingual expectations, it aligns best with candidates who want to build a SaaS career in a market where communication nuance and stakeholder management matter as much as product knowledge.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Your Role
First and foremost, you love working with customers and helping them realize value by achieving (or exceeding!) their goals. With several years of CS experience under your belt, you’re known as an excellent communicator, a confident meeting facilitator, and a cross-functional collaborator. Picking up new technology skills excites you, and even though you might not know much about cloud telephony right now, the idea of learning the ins and outs of Dialpad gets you pumped. You’re passionate about CS and dedicated to delivering positive customer and company outcomes.
Instrumental in the success and retention of Dialpad customers, our Customer Success team is the backbone of our company. Using your problem-solving skills and inherent motivation to help others, you will delight and assist our customers from their first call to their last (if there is one!).
What You'll Do
- Attend BaseCamp, our Revenue Org onboarding program, where you’ll learn all about our company, product, internal systems, and CS approach.
- Work closely with your manager and teammates to get up to speed on all things CS: processes, toolset, customer base, etc.
- Get to know cross-functional partners that we work with most frequently, like Sales, Product, and Support.
- Head into month 2 with a solid grasp of where to go to find the right answers to customer questions.
- Familiarize yourself with your book of business using qualitative and quantitative data and begin getting introduced to your customers by your teammates.
- Establish a regular cadence with your customers to stay aligned on business goals, product updates, etc.
- Dig into the product more and more as you receive specific questions from your customers - this is when everything really starts to click!
- Start conducting Business Reviews with customers to demonstrate value, get to know key stakeholders, and identify growth opportunities.
- Lean into your role as the “voice of the customer” within Dialpad by funneling feedback from your customers to Product and others.
- Oversee your customers’ adoption, training, and development of best practices to continually drive incremental value and ROI.
- Manage escalations by documenting open issues, facilitating regular status meetings, and working cross-functionally to resolution.
- Track accounts to identify churn risks and work proactively to mitigate those risks.
Skills You'll Bring
- 2-5 years of experience in Customer Success, Sales, Support/Service, or customer-facing roles.
- Technically curious about SaaS-based Business Solutions.
- Strong presentation, meeting facilitation, and written communication skills.
- Willingness to travel to customer locations.
- Excellent time management and organizational skills with the ability to track numerous details and prioritize appropriately.
- Obsession with finding the root cause of the problem, not just the immediate solution.
- Desire to work in a dynamic startup where your input is desired to help craft our offerings and how we interact with clients.
- Ability to speak Japanese and English fluently.
