Customer Success Manager

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together.

So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, offer buy now, pay later functionality, book appointments, engage loyal buyers, and hire and pay staff. Across it all, we’ve embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.

Today, we are a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We’re building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.

The Role

We’re seeking a fluent Japanese and English speaking Customer Success Manager to report to our Customer Success Leader and manage a group of our Customer Success Advocates - who pride themselves on providing outstanding customer care to Square merchants across Japan. You will be passionate about Square and our focus on economic empowerment, a strong people manager and someone who loves working in a high-tech environment. You will not only lead a team of passionate Customer Success Advocates, but will also build outstanding operations - optimising all Customer Success channels including email, social media, and phone - while strengthening team culture, driving customer happiness, and promoting employee success. You will report to the Head of Customer Success in Tokyo.

You Will

• Coach Customer Success team members, with a focus on continuing and enhancing their professional development
• Improve Square Japan customer satisfaction across all channels (email, social media, phone)
• Ensure delivery of critical Customer Success projects, leading these end to end
• Gather and synthesise data, suggesting improvements of tools, techniques and productivity to help scale the team
• Scale the Customer Success team by capitalising on opportunities for increased effectiveness and efficiency
  
  

You Have

• A passion for Square and ensuring an outstanding customer experience
• Customer success experience with experience directly managing teams of at least 5 individual contributors 
• The ability to effectively influence and communicate with cross-functional teams
• Creative problem-solving abilities BA/BS degree or related experience
• Past product or project management experience
• Fluency in Japanese and English
  
  

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, based solely on the core competencies required of the role at hand, and without regard to any legally protected class.

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build an inclusive workplace? Check out our Inclusion & Diversity page