Job Description

About KOMOJU

KOMOJU is a leading cross-border payment gateway for Japan. We power payments for companies like video game distribution platform Steam and the popular mobile app TikTok. Today we help thousands of merchants by providing them with the payment infrastructure they need through developer-friendly API’s to integrations on popular platforms like Shopify and Wix; we help our merchants grow in all markets they are expanding.

In this high-impact role, you will own the end-to-end relationship for KOMOJU’s enterprise clients. You are responsible for driving long-term growth, identifying expansion opportunities (upsell/cross-sell), and ensuring world-class retention.
A critical part of your mandate is operational Excellence: you will lead the charge in productizing our customer engagement. By creating standardized playbooks and shifting from manual responses to scalable processes, you will directly reduce operational friction for the Sales team and elevate the efficiency of our entire go-to-market engine.
you will be empowered to strategically design and build the Customer Success function, playing a critical part in defining our long-term roadmap while proactively driving initiatives to maximize GMV.

Key Responsibilities

• Enterprise Account Ownership:
  Take full ownership of a portfolio of 10–20 enterprise clients. Act as the primary strategic partner, maintaining long-term relationships, leading the inquiry resolution process, and collaborating with Customer Engineering to solve technical challenges.
  
• Business Reviews:
  Design and conduct monthly or quarterly Business Reviews. Analyze data such as GMV trends and payment performance (authorization rates, error rates, etc.) to provide actionable insights for client growth.
  
• Upsell & Strategic Growth:
  Identify opportunities for new payment methods or feature adoption based on client business plans and payment data. Act as a payment strategy advisor to drive win-win growth for both the client and KOMOJU.
  
• Churn Risk Management:
  Utilize data to visualize at-risk accounts, identifying early warning signals such as declining GMV or engagement. Take proactive measures to boost satisfaction and maximize retention.
  
• Operational Excellence (0 to 1):
  As KOMOJU’s first dedicated Account Manager, you will design and systematize segment-specific touch models, business review frameworks, and expansion/churn-prevention playbooks. You will build the foundation for a scalable Customer Success organization.

Requirements

MUST

• Experience in Enterprise Sales, Account Management, Customer Success, or IT Consulting targeting large-scale clients.
• Proven track record of being accountable for numerical targets (Revenue, GMV, Retention Rates, etc.).
• Experience identifying business challenges through data analysis and driving solutions from proposal to execution.
• Demonstrated ability to strengthen client relationships and drive revenue expansion via upselling and cross-selling.
• High Ownership & Autonomy: Ability to thrive in a fast-paced, remote-first, cross-functional environment.
• Native-level English.
  

Nice to Haves

• Experience in the SaaS, Fintech, or Payments industry.
• Experience as an AM or CSM for technical/ API-based products.
• Experience in a "0 to 1" process building.
• Business level Japanese (JLPT N2 or higher).
  

Tools Used

• CRM: Salesforce, HubSpot
• Communication: Slack, Notion, Google Workspace
• Presentations: Google Slides
• BI/Data: Looker, Power BI
• Database: SQL (Database query tools)

Benefits

• At Komoju, we embrace remote work while also offering office space for those who prefer in-person collaboration
• 10 days regular vacation, additional 5 days summer, and 5 days winter vacation
• Paid birthday holiday
• Budget for self-learning allowance, to ensure our employees’ skills remain current
• Language training for Japanese/ English
• Twice a week office lunch