【Company Overview】
Driven by our mission to "Safeguard the Digital Business Ecosystem," Spider Labs (Spider AF) is a global marketing fraud prevention SaaS startup. With our headquarters in Tokyo and offices in Lisbon, Cork, and New York, we are currently evolving from digital ad fraud prevention into the next-generation Agent Trust Infrastructure.
【Role Overview】
In this role, you will be responsible for driving the adoption and growth of customers who have implemented Spider AF, directly leading efforts to prevent churn and increase Net Revenue Retention (NRR). You are expected to act as a business partner who extracts insights from customer data and solves client business challenges through a deep understanding of our product. By combining customer negotiation, data analysis, and process improvement, you will also contribute to building the foundations and frameworks of the CS team.
【Position Summary】
- Job Title: Senior Customer Success Specialist (Grade: S3)
- Employment Type: Full-time (Permanent)
- Location: 4F Minami Aoyama ST Bldg, 7-10-3 Minami Aoyama, Minato-ku, Tokyo 107-0062 (Hybrid)
【Responsibilities】
In this position, you will work closely with customers using our ad fraud prevention tool, "Spider AF," to identify and resolve their challenges, aiming to maximize service quality and customer satisfaction. Rather than just handling reactive support, you will act as a strategic business partner to guide customers toward success.
Your key responsibilities will include:
- Leading onboarding, driving product adoption, and conducting regular follow-ups for assigned accounts.
- Detecting early signs of churn, taking proactive measures, and planning/executing retention strategies.
- Identifying upsell and cross-sell opportunities and delivering proposals that connect our product with customer needs.
- Transforming customer data (usage metrics and health scores) into actionable business insights, driving continuous improvement through the PDCA cycle.
- Developing, maintaining, and monitoring KGI/KPI dashboards for the CS department.
- Identifying bottlenecks in business processes, improving operations, and designing scalable workflows.
- Feeding back customer insights to the Product team to drive software enhancements.
【AI Utilization & Impact Requirements (Company-Wide)】
- S3 Grade Standard: Leverage AI and other technologies to optimize and streamline your
