Job Description:
Business Overview
AI & Data Division provides innovative solutions leveraging AI and Data for products across various industries, including e-commerce, finance, and telecommunications.
We focus on powerful customer-centric analytics, AI and Data-driven search technologies, advertising and marketing strategies, and the development of cutting-edge analytics platforms. By effectively utilizing Rakuten Group's vast data assets and transforming data into valuable insights, we accelerate innovation and strongly support business growth. We aim to cultivate highly specialized and creative talent and become a world-leading AI & Data team. We strive to deliver innovative data analytics solutions that benefit people and societies around the world.
Department Overview
As part of the AI & Data Division, we are dedicated to developing "Rakuten Analytics," a powerful analytics platform that supports data-driven decision-making. We contribute to business growth by securely integrating diverse data such as user behavior, purchase history, and location information with Rakuten Group's rich statistical data assets, enabling advanced analysis. Furthermore, as a product development department, we are responsible for the integrated development of everything from data collection to data pipeline construction and the analytics UI.
The Customer Service Group is part of Rakuten Group’s AI & Data Division, which drives data-driven decision making across the company. Through our data analytics platform “Rakuten Analytics,” we help our clients grow their business.
As a Senior Customer Success Manager, you will play a key role in maximizing the value of Rakuten Analytics, helping clients solve problems and achieve better business outcomes.
Position:
Why We Hire
The Customer Service Group is on the front line of supporting clients’ business growth through Rakuten Analytics. As more clients adopt the platform and the importance of data analytics increases, we are strengthening our customer success team to better meet the growing and diverse needs of our clients.
Position Details
- Customer Success Strategy
Plan and execute strategies across the entire customer lifecycle to improve satisfaction, loyalty, and retention. Design programs tailored to customer segments and monitor KPIs.
- Team Management
Set team goals, evaluate performance, and create development plans. Support team members in improving their skills (data analysis, use of Rakuten Analytics, consulting) and encourage collaboration within the team.
- Customer Engagement
Communicate regularly with clients to understand their needs and monitor how they use Rakuten Analytics. Propose solutions to their challenges and use feedback to improve the product. Create and share customer success stories.
- Support for Rakuten Analytics Adoption
Provide onboarding support and training. Propose data analysis plans based on business issues and help clients build effective action plans.
Work Environment
- Proactive Proposals Encouraged
As the team closest to the customer, we value deep understanding of client challenges and encourage proactive solutions. You won’t just respond to requests—you’ll lead the way to customer success.
- Data-Driven Decision Making
We use data to analyze client usage and satisfaction. You'll be able to identify issues and propose improvements based on objective insights.
- Cross-Functional Collaboration
Work closely with professionals from product management, sales, marketing, engineering, and support to ensure client success. In particular, we frequently collaborate with the product management team to share feedback and improve Rakuten Analytics.
- Challenging and Innovative Work
You’ll be in an environment where you can propose strategies using the latest analytics and AI technologies—and even contribute ideas to enhance the product with new AI features.
Mandatory Qualifications:
Customer Success Experience
- 5+ years of experience in customer success
- 2+ years of experience managing a customer success team
- Strong understanding of SaaS business models (subscription models, customer lifecycle, churn risks, upselling opportunities, etc.)
- Practical knowledge of web analytics, data collection, communication protocols, cookies, etc.
- Experience using access analytics tools and BI tools to improve services and analyze user behavior
- Understanding of marketing attribution models (e.g. last-click, first-click, linear, data-driven) and their pros/cons
- Skills in data analysis, KPI setting, and data-driven decision-making
- Excellent negotiation and communication skills in Japanese
Soft Skills/Competencies
- Ability to make improvement proposals based on user research and drive them forward with team involvement
- Logical problem - solving skills with the ability to identify root causes and execute necessary steps
- Strong execution skills - follow through from planning to completion
- Empathy: able to understand customer emotions and respond with care
- Conflict resolution: able to calmly manage disagreements or complaints and build trust
- Escalation management: able to report issues to higher levels at the right time to ensure quick resolution
Desired Qualifications:
- Knowledge of trends such as third-party cookie restrictions, AI technologies, and cloud services
- Understanding of data privacy regulations and compliance experience
- Experience working in a multinational team or collaborating with overseas stakeholders, including product management
Additional information on English Qualification
TOEIC Score 800 above or possess equivalent abilities
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