Customer Success Lead

FreedomTax Japan's ambition is to become the number one tax support specialist in Japan. We are looking for a Customer Success Lead to fully own our customer-facing function and build it out as the business grows.

What makes this role distinctive is the level of ownership on offer. You will not be inheriting a playbook. You will have the opportunity to shape and define the customer success strategy in the way you believe will delight our customers and give them the best possible experience. The role is ideal for someone who wants meaningful ownership of an end-to-end function and is energised by building rather than maintaining.

Team Structure

The Customer Success Lead is one of four leadership roles that each own a critical pillar of the organisation's activities, covering product and tax expertise alongside customer success. Together these four pillars underpin how we operate. Each lead reports directly to the CEO.

Key Responsibilities

Define and lead the customer success strategy for FreedomTax Japan.

Own the customer relationship end-to-end, from signup through filing and beyond.

Lead onboarding for every new user.

Own the support function: queue, tooling, service-level definitions, and the documentation that sets clear expectations with users.

Define and track customer health metrics. Surface retention risk before it becomes churn.

Translate customer feedback into actionable input for the Product and Tax functions.

Hire, manage, and develop the customer-facing team as the user base grows.

Critical Requirements

5+ years in customer success or customer support, with at least 2 years in a lead or senior individual contributor role.

Proven experience scaling a support function through significant growth.

Strong written communication in English. Customers and internal stakeholders alike will rely on the clarity of your written work.

Confident in cross-functional discussions. Able to hold the customer line when delivery timelines or product decisions are under debate.

Hands-on operator who is also capable of building a team. You will need to do the work yourself in the early months and develop the team that takes it on as the function scales.

Fluent English (spoken and written).

Business-level Japanese.

Japan-based or willing to relocate.

Able to work in-office full-time.

Preferred Requirements

Background in:

Tax, fintech, or other regulated services

SaaS or subscription products with a defined customer lifecycle

Companies serving foreign residents, expats, or globally mobile individuals

Experience designing customer engagement programmes such as lifecycle touchpoints, NPS cycles, or quarterly business reviews.

Experience building a help centre or knowledge base from a standing start.

Familiarity with support tooling such as Intercom, Zendesk, HubSpot Service, or Help Scout.

Interest in technology, platforms, automation, or process building.