Merchant Success / Customer Success - Sales Divisionカスタマーサクセス（法人向け）

Recustomer株式会社（リカスタマー）は、「顧客への愛をビジネスの成長に繋げる」を掲げ、「テクノロジー」を用いてコマース領域の未来を創る企業で、所在地は東京都中央区銀座（GINZA-QUINT 8F）。EC事業者向けの購入後体験（ポストパーチェス）プラットフォーム「Recustomer」は、決済領域から商品追跡、返品・キャンセル領域の購入体験を向上させるプラットフォームで、高速なワンクリック決済で購入率の向上、商品追跡で新たな顧客接点の創造、全自動の返品・交換・注文キャンセルシステムで顧客満足度の向上を実現することでEC事業者の売上向上を支援し、事業者の課題に対してテクノロジーを通じた最適なソリューションを提供する。Ms.IDのアパレルセレクトショップ「SELECT MOCA」への導入など実績を持ち、DROBEと「返品は『損失』か、『購買プロセス』か」をテーマにしたウェビナーを開催。Shopifyに特化した制作会社ならではの技術力と丁寧なヒアリング・的確な提案でShopifyを利用したECサイト構築・運用支援も行い、制作後の運用支援まで顧客の成長をワンストップで支援、IT導入補助金を利用したShopify構築やメルマガ配信などのノウハウをブログで発信する。国内最大級のPythonカンファレンス「PyCon JP 2026」に全エンジニアの過半数にあたる5名が登壇、情報セキュリティ基本方針を定める。

■ Why We're Hiring
Recustomer is an e-commerce enabler that has raised ¥860M to date. Our products cover the full customer journey

• Try Before You Buy, Delivery Tracking, Order Cancellation, Returns & Exchanges.

We are now accelerating our expansion into overseas markets, and it is moving faster than we expected. We have
already signed multiple merchants outside Japan, and we are getting strong traction. That success creates an
immediate need: every merchant we sign has to be onboarded, supported, and helped to actually get results from
our products. Without a dedicated team on that, growth stalls at the point of contract.

This is why we are hiring a Merchant Success professional (we use "Merchant Success" rather than "Customer
Success") to take ownership of that work - running onboarding, driving day-to-day adoption, and making our
merchants successful.

You will be joining early enough to shape how Recustomer's merchant success function works internationally,
rather than inheriting a playbook someone else wrote.

■ Mission & Responsibilities
Your mission is to drive merchant success by maximizing their revenue and minimizing operating costs. As a
result, Recustomer naturally becomes an indispensable partner they choose to stay with.

What you'll do:

• Own onboarding for new merchants: initial configuration, operational workflow design, and getting them live
• Run ongoing operational support and drive adoption after launch
• Provide consultative support to lift utilization and grow the share of transactions settled through products

like Try Before You Buy (TBYB)

• Handle contract renewals, and identify upsell and cross-sell opportunities
• Analyze usage and retention data, and drive KPI improvement
• Work with Sales, PMM, and Product to turn merchant feedback into shipped features

Note: This is an individual contributor role with no management responsibilities.

■ Why This Role Is Exciting
1. Build the international merchant success function
Overseas expansion is a company priority, not a side project. You will be the person defining how we onboard and
support merchants in these markets - the processes, the materials, the standards.

2. Exceptional development speed means your feedback ships
Recustomer has won the Findy Team+ Award two years running and deploys five times a day. Urgent merchant
requests and bug reports you raise can ship as features the following week. You will rarely have to tell a
merchant "that's not possible."

3. Growth consulting, not defensive support
Our payment features, like TBYB, directly boost GMV for our merchants. Your role is not defensive customer
service but growth consulting - driving transaction volume to expand your merchants' top line.

4. One team with engineering
Under our CTO's leadership, the engineering team views feedback from customer success as a catalyst for growth,
not a burden. Here, product development and business strategy move in perfect alignment.

■ Selection Process
1. Document screening
2. Casual conversation with the hiring team
3. Interviews (multiple rounds)
4. Dinner with the team
5. Offer decision

Experience in any of the following:

• Customer Success experience with a B2B SaaS product
• B2B sales experience in the e-commerce, retail, or apparel industry, or hands-on operational experience on the

business side (e-commerce operations, consulting, etc.)

• B2B sales or account management experience conducted in English

Business-level English is essential for this role, as you will be working directly with merchants and partners
outside Japan.
Applicants must be residing in Japan. We welcome applicants of any nationality.

Experience in any of the following:

• Customer Success experience with a B2B SaaS product
• B2B sales experience in the e-commerce, retail, or apparel industry, or hands-on operational experience on the

business side (e-commerce operations, consulting, etc.)

• B2B sales or account management experience conducted in English

Business-level English is essential for this role, as you will be working directly with merchants and partners
outside Japan.
Applicants must be residing in Japan. We welcome applicants of any nationality.

• You see your customers' success as our own growth, and you tackle the root cause of a problem rather than

settling for a short-term fix

• You take initiative and can drive projects forward by bringing in other teams - PMM, Sales, and Product
• You don't rely on data alone. You have the observational skill to find the real problem in what people say and

how they actually work on the ground

• You believe in Recustomer's products and the future we want to build, and you genuinely feel this product

deserves to reach far more of the world