Job Description
EIRE Systems is hiring a Customer Success & Growth Manager to build strong, high-trust relationships with our SME clients and drive account growth. You’ll be their go-to partner—making sure they get real value from our IT services, resolving issues before they escalate, and uncovering opportunities to expand our solutions. Working closely with delivery and sales, you’ll combine client advocacy with commercial accountability to boost satisfaction, retention, and recurring revenue.
Location: Tokyo HQ | Department: Sales | Reports To: General Manager
Key Responsibilities:
Customer Success & Retention
- Build and maintain trust-based relationships with key client stakeholders.
- Ensure service quality, resolve escalations, and coordinate with delivery teams.
- Lead regular performance reviews to track satisfaction and renewals.
- Monitor client sentiment and share actionable feedback internally.
Account Growth
- Identify and pursue upsell/cross-sell opportunities (IT support, cybersecurity, projects).
- Collaborate with technical and sales teams to scope and propose solutions.
- Manage pricing discussions, contract renewals, and commercial negotiations.
- Achieve account growth and retention targets.
Collaboration, Delivery Alignment & Improvement
- Partner with engineers, project managers, and service delivery managers for consistent client experience.
- Provide client feedback to inform service enhancements.
- Support onboarding and transitions for new or expanded services.
Success Metrics:
- Client satisfaction – Customer Satisfaction Score (CSAT), and Net Promoter Score (NPS)
- Revenue growth within assigned accounts (expansion/CAGR)
- Cross-sell / up-sell conversion rate
- SLA compliance / service health scores
- Quarterly Business Reviews (QBR) completion and follow-up actions
Qualifications:
Essential:
- Experience in Account Management, Customer Success, or IT Service Delivery.
- Proven record of managing and growing B2B accounts (ideally IT/managed services).
- Understanding of IT services (helpdesk, infrastructure support, security).
- Strong communication skills in Japanese and English.
- Excellent listening and reporting skills
Desirable:
- Experience with multinational or enterprise clients.
- Knowledge of ISO27001, ITIL or service management frameworks.
- Familiarity with CRM/account planning tools (e.g. Salesforce, HubSpot).
- Technical understanding of cloud, endpoint, and security technologies
Work Environment:
- Based in Tokyo HQ (with hybrid work options).
- Client site visits mainly in the Tokyo metropolitan area.
About EIRE Systems: For nearly 30 years, EIRE Systems has delivered professional IT services to multinational corporations and Japanese firms expanding abroad. Founded in Tokyo by IT professionals from Ireland, we’ve built a truly international culture that blends the best of Japanese and Western business practices.
We work closely with our clients to:
- Manage IT infrastructure and technology upgrade projects.
- Design and implement new technology solutions.
- Provide ongoing support through remote and on-site Managed Services and Outsourcing Solutions.
We value long-term partnerships while constantly developing new ones—and we recognize and reward the people who make that happen.
Build Your Career Without Limits
At EIRE Systems, careers grow from opportunity, not seniority. As a mid-sized, international IT services firm, we give our people the freedom to shape their own paths, take on leadership early, and make a visible impact.
Why join us?
- Merit-based advancement – progress based on performance and leadership, not tenure.
- Inclusive environment – diverse, collaborative, and respectful; your voice is heard.
- Leadership opportunities – take on influential roles and help shape our future.
- Work-life balance – results-driven culture with flexibility uncommon in traditional firms.
- Regional exposure – work with clients in Japan, Hong Kong, Singapore, and Shanghai.
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