Solutions & Customer Success Manager - Conversational Experiences Department (CXD)
고객 성공정규직
라쿠텐의 Conversational Experiences Department에서 고객 성공 및 솔루션 매니저를 모집합니다. 대화형 AI 제품의 도입부터 운영까지 전 과정을 관리하며, 고객의 요구사항을 기술 팀과 조율하는 핵심 역할을 수행합니다. 일본어(유창) 및 영어(비즈니스) 능력이 필수이며, 고객 성공 또는 기술 계정 관리 분야에서 3년 이상의 경력이 요구됩니다. AI 기술에 대한 관심과 이해도가 높은 분을 찾습니다.
The vision of the Conversational Experiences Department (CXD) is to change the world’s view of what is possible with AI by creating incredible experiences that ‘just work’. We propose, design, and build AI experiences that bring joy and value to Rakuten businesses, and our mission is to bring these experiences to the world. We build Conversational AI products such as chatbots, voice assistants, and semantic search. We have been employing Large Language Model (LLM) technology for several years, and are on the cutting edge of Japanese language solutions. Our mission is to actualize 'shopping is entertainment' and maximize the value of Rakuten ecosystem through the delivery of super personal assistants.
You’ll join a 60-person AI for Customer Service team: CSMs, Product Managers, Engineers, TPMs, Data Analysts and Dialogue Designers: responsible for modernizing legacy contact-center tooling and workloads into an agentic Generative AI stack codenamed Raptor. We already powered some Rakuten Ecosystems and we are building the pipeline for customer service and engagement experience. Now, we’re moving from a successful V1 into the scale-up phase: expanding to all 70 BUs and leveraging AI to multiply Rakuten’s core capabilities in e-commerce, finance, logistics, digital content, and beyond.
We are looking for a Solutions & Customer Success Manager to own client relationships from implementation through managed services - with growing involvement in early discovery and solution scoping before contracts are signed. You will be a trusted client-facing partner from onboarding through go-live, ongoing delivery, and product improvement.
Your core focus is postsales: serving as the primary client contact and bridging clients with our delivery teams (Technical Project Manager, Product, and Engineering). For presales, you will work alongside an experienced presales colleague on discovery, solution shaping, and SOW development - contributing client context and requirements as you grow into the full lifecycle.
Presales:
Language: Fluent Japanese for client conversations, correspondence, and stakeholder management; business-level English for internal collaboration with Product, Engineering, and regional teams (both required)
Over 3 years in Customer Success, Technical Account Management, or a similar post-sale client-facing role - owning relationships through implementation, delivery, or managed services ・Strong discovery skills - listen to clients, identify pain points, and translate needs into actionable solution requirements (from onboarding, QBRs, expansion, or implementation work)
Excellent communication and stakeholder management across business and technical audiences, including Product, Engineering, and delivery teams ・Organized and proactive; able to manage multiple clients and priorities across different project phases ・Interest in or experience with AI, conversational interfaces, or chatbot solutions ・Bachelor's degree or equivalent practical experience