Background of the position
Currently at Alphaus, a small team of highly skilled members handles everything from sales and onboarding to ongoing customer success. With the recent launch of our second product, Octo, we anticipate an increase in cross-sell proposals, onboarding, and product utilization support. To ensure we continue delivering an excellent customer experience, we are looking to hire for our first dedicated Customer Success (CS) position.
Job Responsibilities
- Support existing customers to ensure their success and improve retention
- Design and execute onboarding processes for new customers
- Provide suggestions and consulting to maximize product adoption
- Conduct customer satisfaction surveys and develop improvement initiatives
- Monitor customer health and respond proactively to early warning signs
- Identify opportunities for upselling and cross-selling
- Collect customer feedback and share it with the product development team
- Manage and improve CS metrics (e.g., NPS, churn rate)
- Handle other tasks related to customer success
About the Alphaus CS Team
Currently, CS duties are handled by two members of the business team as part of their broader responsibilities. This hire will be our first full-time CS team member. After joining, you’ll start with fundamental tasks such as attending meetings and handling support inquiries to gradually build a deeper understanding of the business and our products.
Required skills
- Language: Native-level Japanese
- Experience in customer-facing roles within the SaaS, cloud, or IT industries
- Comfortable working in English
- Even if you are not yet confident in your English proficiency, we welcome candidates willing to proactively improve after joining
Preferred skills
- Experience in Customer Success or Customer Support
- Skills in data analysis and report creation
- Experience supporting enterprise clients
- Knowledge of cloud services such as AWS, Azure, or GCP
Ideal candidate profile
- Strong interpersonal communication skills and a passion for customer interaction
- Many of our customers are large enterprise companies with tens of thousands of employees. After the initial contract, there are often many hurdles before the product is fully utilized.
- You may encounter stakeholders who lack motivation or are hesitant to voice their concerns. The ability to read subtle cues, draw out underlying issues, and quickly coordinate with others to propose and execute effective solutions is essential for this role.
- Enjoys working in early-stage, zero-to-one environments
- Alphaus currently has about 40 employees, with only a few members in the business team. We are in a critical growth phase as we work together toward our next funding round.
Alphaus culture
- Our team includes globally minded members, including our CEO Hirose, who has worked around the world
- We value open, flat, and casual communication
Work location
Our headquarters is located at the incubation office SPRROUND (22F, 2-15-1 Konan, Minato-ku, Tokyo 108-0075), but remote work is also supported with flexibility.
Employment type
Full-time
Probation period
3 months
Working hours
10:00 AM – 6:00 PM
Holidays and time off
Weekends, national holidays, and other company-specified holidays. Summer and winter vacation are also provided
