Customer Success & Enterprise Support Lead, APAC

📋 Description

• Hybrid Customer Success and Enterprise Support role for APAC.
• Own Japan-headquartered enterprise accounts end to end—onboarding, adoption, retention, and growth.
• Serve as senior technical escalation point for APAC support.
• Collaborate with Product, Engineering, Localization, Sales, and Marketing to drive customer
• Localize knowledge base and ensure alignment with product localization.
• Scale support using AI tooling and self-service solutions while maintaining personalization.

🎯 Requirements

• Fluency in English and Japanese; technical writing in Japanese. Korean or Mandarin preferred.
• 3+ years in B2B/SaaS customer support (senior/escalation engineer).
• 3+ years in customer-facing roles (CS/AM) with senior stakeholder engagement.
• Proven enterprise-level satisfaction, growth, and retention track record.
• Strong customer orientation with engineers and business decision-makers.
• Hands-on experience with LLMs and AI fundamentals; APIs, SSO/SAML, cloud integrations.

🎁 Benefits

• Competitive salary with equity options.
• Hybrid work model across APAC; remote collaboration with US-headquartered team.
• Technology-enabled onboarding, growth, and development opportunities.