Solutions & Customer Success Manager - Conversational Experiences Department (CXD)

Job Description:

Business Overview
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.

Department Overview

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.

Position:
Why We Hire

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.

Position Details

Presales:
・Engage with prospective and existing clients to understand business challenges, use cases, and success criteria
・Translate client needs into clear solution requirements and recommendations
・Collaborate with Product and Engineering to design solutions and define scope for proposals and SOWs
・Support presales conversations with credible, client-centric guidance on conversational AI capabilities and delivery approach
Postsales & Delivery:
・Serve as the primary point of contact for clients after contract signature and through go-live
・Act as the bridge between clients and internal teams - including Technical Project Managers, Product, and Engineering - during implementation and managed services
・Ensure smooth handoffs, clear communication, and alignment on timelines, expectations, and deliverables
・Proactively manage client relationships and address issues before they escalate
Product Improvement & Adoption:
・Partner with the Product team to share client feedback and insights that improve AI chatbot quality, performance, and user experience
・Help clients adopt new features and capabilities as the product evolves
・Monitor client usage and outcomes to identify opportunities for optimization and expansion

Mandatory Qualifications:

・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

Desired Qualifications:

・Presales or Solutions Consulting experience - discovery workshops, solution design, or SOW scoping

・Background working on AI, NLP, or conversational experience products

・Familiarity with implementation or managed services delivery models

・Experience in enterprise or mid-market client environments

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