Senior CSC - Osaka / Tokyo(Remote)

1. Key Account Management & Relationship Building

● Manage ongoing customer relationships and operations for Coohom’s SaaS customers in the Japanese home furnishing industry.

● Build and maintain long-term partnerships through regular communication, on-site visits, and proactive engagement.

● Develop a deep understanding of customers’ business processes, organizational structures, operational needs, and growth plans.

● Act as a key link between customers and internal teams to improve customer satisfaction, engagement, and long-term value.

2. Complex Project Implementation & Go-Live

● Drive the implementation and go-live of large-scale, complex customer projects, developing a thorough understanding of customer business processes and project

.

● Develop implementation plans, key milestones, and action plans while coordinating with customers and internal Sales, Product, Technical, and Implementation teams.

● Proactively identify project delays, resource constraints, and collaboration challenges, and drive timely resolution to ensure successful go-live and expected business outcomes.

3. Customer Retention & Business Growth

● Drive contract renewals by continuously evaluating customer engagement, satisfaction, and renewal risks, and developing appropriate account management and renewal plans.

● Identify potential customer needs and business opportunities related to product adoption, additional purchases, and value-added services.

● Help customers expand their product usage and deepen their engagement with Coohom, connecting customer success with retention, renewals, and business growth.

4. Product Adoption & Customer Operations

● Monitor key customer metrics, including product adoption, user activity, and the usage of core product features.

● Use data analysis and customer engagement to identify adoption barriers, operational pain points, and opportunities for improvement.

● Develop and execute targeted customer success plans to help customers integrate Coohom more deeply into their business workflows and continuously improve product adoption, user engagement, and customer value.

5. Customer Risk Management & Problem Solving

● Proactively identify and monitor risks related to project implementation, product adoption, organizational alignment, and customers’ evolving business needs.

● Develop action plans for at-risk customers and coordinate internal and external resources to resolve issues and improve customer outcomes.

● Reduce churn risks through proactive communication and consistent follow-up, strengthening customer satisfaction and long-term partnerships.

6. Product Feedback & Cross-functional Collaboration

● Develop a deep understanding of customer use cases and product requirements, collect and communicate customer feedback, and contribute to product improvements and iterations.

● Work closely with Sales, Product, Technical, and Implementation teams to resolve customer issues and ensure successful adoption of product capabilities in real-world business scenarios.

Qualifications

1. Language & Location Requirements

● Native-level Japanese proficiency, with the ability to independently lead customer communications, business meetings, project coordination, and on-site visits.

● Fluent in either Chinese or English, with the ability to communicate effectively in day-to-day work and collaborate with internal teams.

● Based in Osaka, Japan, with the ability to travel domestically and internationally as required.

2. Core Competencies

● Complex Project Management: Ability to coordinate customers and internal teams to drive large-scale, complex projects toward successful go-live according to plan.

● Customer Success & Account Management: Ability to proactively improve product adoption and user activity, identify and manage customer risks, and drive customer success through ongoing engagement rather than simply responding to customer issues.

● Business Acumen: Ability to understand customers’ business needs and connect customer success with retention, contract renewals, and upselling opportunities.

● Strong communication, logical thinking, coordination, and execution skills, with a goal-oriented mindset and the ability to solve problems in complex customer environments.

3. Professional Experience

● 3+ years of experience in SaaS sales (new business), Customer Success, customer operations, or a related field.

● Experience managing key accounts, driving complex projects, or coordinating cross-functional teams.

● Demonstrated ability to improve product adoption, manage customer risks, drive renewals, or identify upselling opportunities.

● Experience in home furnishing, furniture, custom furniture, interior design, or related industries is preferred but not required.

4. Personal Attributes

● Proactive, adaptable, and quick to learn, with an innovative mindset and strong problem-solving skills.

● Patient, customer-oriented, and highly accountable for customer outcomes.

● Resilient under pressure and comfortable managing complex customer needs and multiple priorities.

● A collaborative team player who is willing to share knowledge and work effectively across functions.

5. Corporate Background & Professionalism

● Experience working in medium-to-large enterprises is preferred.

● Demonstrates professional work habits and values aligned with Coohom’s culture.

Important Note About the Role

This is not a traditional customer support role. It is a Customer Success position that combines project delivery, customer operations, and business growth. We value candidates who can independently manage customer relationships, drive complex projects to completion, improve product adoption, and build long-term business partnerships.

高级客户成功经理（CSM）— 日本大阪/东京

工作地点： 日本大阪/东京

一、关于我们

酷家乐（Coohom，ManyCore Tech）是一家以 AI 和 GPU 集群为技术驱动力的空间智能公司，致力于打造“物理世界模拟器”。

我们的空间智能技术广泛应用于室内空间实时渲染、工业制造以及虚拟世界训练等领域。作为备受关注的“杭州六小龙”之一，我们欢迎勇于迎接挑战的人才加入，共同探索空间智能的无限可能！

二、岗位定位

本岗位负责日本市场重点客户的客户成功与业务经营，涵盖复杂项目实施、客户关系维护、产品使用率提升、客户风险管理以及续约与增购。

我们希望找到一位具备较强项目推动能力、客户经营意识和商务敏感度的人才，能够独立管理客户关系，协调内外部资源，推动客户成功，并对客户经营结果负责。

三、岗位职责

1. 重点客户经营与关系维护

● 负责日本市场家居行业 SaaS 客户的日常运营与关系维护，建立并发展长期、稳定的客户合作关系。

● 通过定期沟通、客户拜访及其他客户运营活动，深入了解客户的业务流程、组织架构、实际需求及发展规划。

● 作为客户与公司内部团队之间的重要沟通桥梁，持续提升客户满意度、合作黏性和客户价值。

2. 大型复杂项目实施与落地

● 负责推动大型、复杂客户项目的实施与上线，深入理解客户的业务流程、组织架构及项目需求。

● 制定项目实施计划、关键里程碑和行动方案，协调客户及内部销售、产品、技术和实施团队，确保项目按计划推进并成功上线。

● 主动识别项目进度、资源协调及客户协作中的问题和风险，及时制定解决方案，推动项目实现预期业务价值。

3. 客户续约与业务增长

● 负责推动客户合同续约，持续评估客户合作情况和续约风险，制定相应的客户经营及续约计划。

● 深入挖掘客户在业务发展和产品应用方面的潜在需求，识别增购及增值服务机会。

● 推动客户扩大产品使用范围、深化业务合作，将客户成功与客户留存、续约及业务增长相结合。

4. 客户使用率提升与运营优化

● 持续跟踪客户的产品使用情况，包括产品使用覆盖率、用户活跃度及核心功能应用情况等关键指标。

● 结合数据分析与客户沟通，识别产品使用过程中的障碍、业务痛点及运营机会。

● 制定并推动有针对性的客户运营计划，帮助客户将产品更深入地应用于实际业务流程，持续提升产品使用率、用户活跃度和客户价值。

5. 客户风险管理与问题解决

● 主动识别和跟踪客户在项目实施、产品使用、组织协作及业务发展过程中存在的风险。

● 针对高风险客户制定专项行动计划，协调内外部资源，推动问题解决并改善客户合作状况。

● 通过主动沟通和持续跟进，降低客户流失风险，提升客户满意度及长期合作可能性。

6. 产品反馈与跨团队协作

● 深入了解客户的业务场景和产品使用需求，收集、整理并反馈客户意见，推动产品功能优化与迭代。

● 协调销售、产品、技术及实施等相关团队，推动客户问题得到及时解决，确保产品能力有效落地并应用于客户实际业务场景。

四、任职要求

1. 语言能力与工作地点

● 日语达到母语水平，能够独立开展客户沟通、商务会议、项目协调及现场拜访。

● 中文或英文流利，能够满足日常工作沟通及内部团队协作需要。

● 常驻日本大阪，能够根据业务需要接受日本国内及国际出差。

2. 核心能力

● 复杂项目推动能力： 能够协调客户和内部团队，推动大型、复杂项目按计划实施并成功上线。

● 客户经营能力： 能够通过持续的客户运营提升产品使用率和用户活跃度，主动识别并处理客户风险，而不仅仅是被动响应客户问题。

● 商务与业务意识： 能够理解客户的业务需求，将客户成功与客户留存、合同续约及增购机会相结合。

● 具备优秀的沟通协调能力、逻辑思维能力、目标意识和执行力，能够在复杂的客户环境中推动问题解决。

3. 工作经验

● 具备 3 年及以上 SaaS 销售（新客户拓展）、客户成功、客户运营或相关领域工作经验。

● 具备重点客户管理、复杂项目实施或跨团队协作经验。

● 有推动客户产品使用、处理客户风险、促进续约或挖掘增购机会的实际经验。

● 有家居、家具、定制家具、室内设计或其他相关行业经验者优先，但不作为硬性要求。

4. 综合素质

● 主动积极，学习能力强，思维灵活，具有创新意识和解决问题的能力。

● 有耐心，服务意识强，对客户具有高度的责任感。

● 抗压能力强，能够适应复杂的客户需求和多任务并行的工作环境。

● 具备良好的团队协作意识，乐于分享经验和知识，能够与不同职能团队高效合作。

5. 企业背景与职业素养

● 有中大型企业工作经验者优先。

● 具备良好的职业素养和工作习惯，认同并适应酷家乐的企业文化。

五、岗位说明

本岗位并非传统的客户支持岗位，而是一个融合项目交付、客户运营和商业增长的 Customer Success 职位。我们更看重候选人独立管理客户、推动复杂项目落地、提升客户使用价值并促进长期业务合作的能力