Tier4
Customer Success Senior Manager
Spider Labs, Inc. is spearheading a new frontier in web marketing—'security'—under the mission of 'Building a Safer and Happier future with AI.' While the company has historically grown as a pioneer in combatting 'ad fraud' in digital advertising, it is now expanding its domain to become a 'Marketing Security' platform that comprehensively addresses risks including ad fraud, unauthorized reselling, brand damage, and even external tag manipulation. The flagship product, 'Spider AF,' utilizes AI and big data analytics, boasts compatibility with the highest number of advertising platforms in Japan, and is trusted by over 600 companies across more than 18,500 sites. The company is in a growth phase, aiming to be 'The best anti fraud company ever' with an IPO in sight.
In light of this expanding business scope and accelerated growth, strengthening the Customer Success organization is essential to maximize customer ad ROI and LTV, driven by data and deep knowledge of advertising and AdTech. We are seeking a CS Manager to fill a pivotal, strategic role, reporting directly to the CEO. The primary mission of this individual is to lead the CS team, drive the achievement of KPIs like retention rates and NPS, and build the organizational scalability and future leadership pipeline.
Responsibilities
Team Management & Performance Leadership
– Lead the CS team to achieve KPIs such as retention rate, NPS, and upsell ratio. Coach, mentor, and evaluate team members through regular 1‑on‑1s and performance reviews. Manage workload distribution, resources, and scheduling to optimize the team’s QCD (Quality, Cost, Delivery).
Data‑Driven Customer Success & Ad Operations Support
– Analyze advertising performance data and quantify the ROI improvement achieved through Spider AF. Understand key metrics and processes in digital ad operations (Google, Meta, affiliate, DSP, etc.), and design effective customer strategies. Conduct churn analysis, campaign evaluations, and ROI reporting to guide clients’ decisions.
Industry Expertise & AdTech Consulting
– Leverage in‑depth knowledge of programmatic, affiliate, and app advertising trends to provide actionable insights to clients. Act as a subject‑matter expert on ad fraud prevention, traffic quality, and media optimization. Advise clients on how to adapt to industry changes such as AI‑driven optimization and cookie deprecation.
Cross‑Functional Collaboration
– Partner with Product, Sales, and Marketing teams to integrate customer feedback into product roadmaps and communication strategies. Deliver data‑driven insights that directly influence feature prioritization and service improvements. Identify and execute upsell and cross‑sell opportunities with Sales.
Process Optimization & Organizational Growth
– Develop and maintain CS playbooks (Renewal, Escalation, Campaign Support). Drive workflow automation and standardization to improve team efficiency and scalability. Build a sustainable team structure capable of nurturing future CS leaders.
Expected Outcomes
Improved customer retention rate and overall LTV.
Consistent achievement of team KPIs (Renewal, Upsell, NPS).
Enhanced customer ROI through Spider AF’s measurable impact.
Stronger operational scalability and talent development within the CS organization.
求める人物像
A leader who understands the evolution of the advertising industry (AI optimization, privacy, measurement shifts).
A player–coach who balances data analysis and relationship‑building to deliver results.
A proactive and collaborative leader who believes “Customer Success = Company Growth.”
応募概要 給与 Annual salary: 8.5 million‑12 million yen
勤務地 107‑0062 Tokyo, Minato City, Minamiaoyama, 7 Chome‑10–3 Minami Aoyama St Building 4th Floor
雇用形態 Full‑time
勤務体系 Flexible Working Hours System (Flextime) (Core time: 10:00 AM – 5:00 PM).
Fully two days off per week (Saturday, Sunday, and National Holidays).
Vacation Leave (3 consecutive days in addition to standard annual paid leave).
Year‑end and New Year Holidays.
Annual Paid Leave.
Condolence and Celebration Leave.
Childcare Leave.
Initial Enrollment Leave (2 days of leave to cover sudden illness, etc., available until statutory paid leave is granted after 6 months).
Vaccination Leave.
試用期間 3 months
福利厚生
Stock Options
Annual Salary Increase (Once per year)
Mobile Communication Allowance (¥4,200/month)
Influenza Vaccination
Flextime System (Core hours: 10:00 AM – 5:00 PM)
Reimbursement for Job‑Related Certification Exams
Babysitter Subsidy (50% coverage, up to ¥20,000/month)
Premium Friday (Team dinner)
Gold's Gym Membership Subsidy (Employee pays only ¥550 per visit)
#J-18808-Ljbffr
In light of this expanding business scope and accelerated growth, strengthening the Customer Success organization is essential to maximize customer ad ROI and LTV, driven by data and deep knowledge of advertising and AdTech. We are seeking a CS Manager to fill a pivotal, strategic role, reporting directly to the CEO. The primary mission of this individual is to lead the CS team, drive the achievement of KPIs like retention rates and NPS, and build the organizational scalability and future leadership pipeline.
Responsibilities
Team Management & Performance Leadership
– Lead the CS team to achieve KPIs such as retention rate, NPS, and upsell ratio. Coach, mentor, and evaluate team members through regular 1‑on‑1s and performance reviews. Manage workload distribution, resources, and scheduling to optimize the team’s QCD (Quality, Cost, Delivery).
Data‑Driven Customer Success & Ad Operations Support
– Analyze advertising performance data and quantify the ROI improvement achieved through Spider AF. Understand key metrics and processes in digital ad operations (Google, Meta, affiliate, DSP, etc.), and design effective customer strategies. Conduct churn analysis, campaign evaluations, and ROI reporting to guide clients’ decisions.
Industry Expertise & AdTech Consulting
– Leverage in‑depth knowledge of programmatic, affiliate, and app advertising trends to provide actionable insights to clients. Act as a subject‑matter expert on ad fraud prevention, traffic quality, and media optimization. Advise clients on how to adapt to industry changes such as AI‑driven optimization and cookie deprecation.
Cross‑Functional Collaboration
– Partner with Product, Sales, and Marketing teams to integrate customer feedback into product roadmaps and communication strategies. Deliver data‑driven insights that directly influence feature prioritization and service improvements. Identify and execute upsell and cross‑sell opportunities with Sales.
Process Optimization & Organizational Growth
– Develop and maintain CS playbooks (Renewal, Escalation, Campaign Support). Drive workflow automation and standardization to improve team efficiency and scalability. Build a sustainable team structure capable of nurturing future CS leaders.
Expected Outcomes
Improved customer retention rate and overall LTV.
Consistent achievement of team KPIs (Renewal, Upsell, NPS).
Enhanced customer ROI through Spider AF’s measurable impact.
Stronger operational scalability and talent development within the CS organization.
求める人物像
A leader who understands the evolution of the advertising industry (AI optimization, privacy, measurement shifts).
A player–coach who balances data analysis and relationship‑building to deliver results.
A proactive and collaborative leader who believes “Customer Success = Company Growth.”
応募概要 給与 Annual salary: 8.5 million‑12 million yen
勤務地 107‑0062 Tokyo, Minato City, Minamiaoyama, 7 Chome‑10–3 Minami Aoyama St Building 4th Floor
雇用形態 Full‑time
勤務体系 Flexible Working Hours System (Flextime) (Core time: 10:00 AM – 5:00 PM).
Fully two days off per week (Saturday, Sunday, and National Holidays).
Vacation Leave (3 consecutive days in addition to standard annual paid leave).
Year‑end and New Year Holidays.
Annual Paid Leave.
Condolence and Celebration Leave.
Childcare Leave.
Initial Enrollment Leave (2 days of leave to cover sudden illness, etc., available until statutory paid leave is granted after 6 months).
Vaccination Leave.
試用期間 3 months
福利厚生
Stock Options
Annual Salary Increase (Once per year)
Mobile Communication Allowance (¥4,200/month)
Influenza Vaccination
Flextime System (Core hours: 10:00 AM – 5:00 PM)
Reimbursement for Job‑Related Certification Exams
Babysitter Subsidy (50% coverage, up to ¥20,000/month)
Premium Friday (Team dinner)
Gold's Gym Membership Subsidy (Employee pays only ¥550 per visit)
#J-18808-Ljbffr