Merchant Success / Customer Success - Sales Division

• Try Before You Buy, Delivery Tracking, Order Cancellation, Returns & Exchanges.

We are now accelerating our expansion into overseas markets, and it is moving faster than we expected. We have already signed multiple merchants outside Japan, and we are getting strong traction. That success creates an immediate need: every merchant we sign has to be onboarded, supported, and helped to actually get results from our products. Without a dedicated team on that, growth stalls at the point of contract.

This is why we are hiring a Merchant Success professional (we use "Merchant Success" rather than "Customer Success") to take ownership of that work - running onboarding, driving day-to-day adoption, and making our
merchants successful.

You will be joining early enough to shape how Recustomer's merchant success function works internationally,
rather than inheriting a playbook someone else wrote.

■ Mission & Responsibilities
Your mission is to drive merchant success by maximizing their revenue and minimizing operating costs. As a result, Recustomer naturally becomes an indispensable partner they choose to stay with.

What you'll do:

• Own onboarding for new merchants: initial configuration, operational workflow design, and getting them live
• Run ongoing operational support and drive adoption after launch
• Provide consultative support to lift utilization and grow the share of transactions settled through products like Try Before You Buy (TBYB)
• Handle contract renewals, and identify upsell and cross-sell opportunities
• Analyze usage and retention data, and drive KPI improvement
• Work with Sales, PMM, and Product to turn merchant feedback into shipped features

Note: This is an individual contributor role with no management responsibilities.

■ Why This Role Is Exciting

1. Build the international merchant success function
   Overseas expansion is a company priority, not a side project. You will be the person defining how we onboard and
   support merchants in these markets - the processes, the materials, the standards.

2. Exceptional development speed means your feedback ships
   Recustomer has won the Findy Team+ Award two years running and deploys five times a day. Urgent merchant
   requests and bug reports you raise can ship as features the following week. You will rarely have to tell a
   merchant "that's not possible."

3. Growth consulting, not defensive support
   Our payment features, like TBYB, directly boost GMV for our merchants. Your role is not defensive customer
   service but growth consulting - driving transaction volume to expand your merchants' top line.

4. One team with engineering
   Under our CTO's leadership, the engineering team views feedback from customer success as a catalyst for growth,
   not a burden. Here, product development and business strategy move in perfect alignment.

Required Qualifications / Profile

• Experience in Customer Success for B2B SaaS products, B2B sales in the e-commerce, retail, or apparel industries, or business-side roles such as e-commerce operations or consulting

• Business-level English proficiency is required, as the role involves working directly with overseas merchants and partners and Conversational Japanese for internal communications.

• At least one of the following:

  • Professional experience at a Japanese company

  • Experience in sales or business development targeting the Japanese market

  • A degree from a Japanese university

• Currently residing in Japan

Preferred Qualifications / Profile

• Business-level or higher proficiency in Chinese (Mandarin)

• Experience in Customer Success or Account Management for enterprise clients

• Understanding of business processes in the e-commerce or retail industries, including fashion, electronics, cosmetics, food/D2C, etc.

• Experience in implementation support or business process re-engineering (BPR), particularly where solutions are deeply integrated into customers' operational workflows

• Experience using tools such as HubSpot to improve data visibility and operational efficiency

• Domain knowledge of Shopify or the broader e-commerce ecosystem, including logistics, payments, retail, and related services