Customer Success Manager

Global-e (Nasdaq: GLBE) is the world’s leading platform for global direct-to-consumer e-commerce, enabling brands and retailers to seamlessly sell worldwide, delivering localized experiences across markets. 

Trusted by some of the world’s most recognized brands including Adidas, Alo Yoga, Logitech, Hugo Boss, Marc Jacobs, and Victoria’s Secret, we operate on a massive global scale through dynamic teams across North America, EMEA, and APAC. 

Our technology-based end-to-end solution combines advanced localization capabilities, streamlined global operations and extensive big-data analytics, covering everything merchants need to scale worldwide. We’re a fast-moving, highly collaborative company where innovation, creativity, ownership, and impact are part of everyday work. 

The CSM will be responsible for developing long-term relationships with their portfolio of assigned clients, connecting with key business executives and stakeholders. They will also provide clients with strategic insights based on their performances and market trends and liaise between clients and cross-functional internal teams to ensure the timely and successful delivery according to the clients’ needs.

This is a hybrid position with 3 days in our Tokyo office.

Responsibilities:

• Operate as the lead point of contact for all clients’ requests, liaising with the relevant teams at Global-e to ensure a quick and smooth process.
• Develop a trusted advisor relationship with key accounts, mainly with C-levels.
• Prepare periodic performance reports covering and analyzing client’s KPIs.
• Support client’s strategic, marketing, and operational decisions based on internal knowledge and best practices.
• Build and maintain strong, long-lasting client relationships.

カスタマーサクセスマネージャー（CSM）は、顧客との長期的な関係構築を担い、担当企業の経営層および主要な関係者との連携

構築を担うポジションです。

顧客のパフォーマンス分析や市場動向に基づき、戦略的なアドバイスを提供し、

また顧客と社内の関連部門との調整役として、顧客ニーズに沿った円滑なサービス提供を推進する役目も務めます。

勤務形態はハイブリッドワークで、週3日は東京オフィスへ出社いただきます。

主な業務内容

• 顧客の主な窓口として問い合わせや要望に対応し、社内の関連チームと連携しながら課題解決を推進。
• 主に経営層を含む主要顧客との信頼関係を構築し、顧客の事業成長を支援するアドバイザーとして支援。
• クライアントのKPIや事業パフォーマンスを分析し、定期的にレポートを作成・提供。
• 社内の知見や成功事例を活用し、顧客の事業成長に向けた戦略・マーケティング・オペレーション面での提案。
• クライアントとの信頼関係を構築し、長期的なパートナーシップを維持。