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Customer Success & Support Specialist – Japan

  • Remote
    • Tokyo , Tokyo, Japan
  • Support

Job description

About Revelator:

Revelator is a leading provider of business solutions for the music industry. Our all-inclusive B2B platform, API, and web3 infrastructure enhance efficiency in music distribution, financial reporting, and simplify royalty operations. We offer a wide range of services, including catalog management, supply chain, income tracking, rights management, and business intelligence. By leveraging our innovative solutions, music businesses can easily navigate the evolving landscape and capitalize on new opportunities.

As we grow in Japan, we are seeking dedicated team members who are passionate about building long-term customer relationships, solving complex problems, and contributing to the future of music technology.

Job description:

As a Customer Success Manager based in Japan, you will play a key role in supporting Revelator’s local customers and ensuring a smooth, high-quality experience with our platform. Reporting to the Director of Customer Experience, you will be responsible for account management, operational support, and localization efforts tailored to the needs of the Japanese music industry. This role requires strong communication skills, attention to detail, and a deep understanding of both local expectations and global collaboration.

Job requirements

Key Responsibilities:

Customer Success & Account Management

  • Serve as the primary point of contact for Japanese customers.

  • Manage client onboarding, set success goals, and ensure continuous value delivery from the Revelator platform.

  • Translate customer feedback into clear, actionable items for the Product and CX teams.

Operational & Technical Support

  • Monitor and resolve issues related to DSP distribution (Spotify, LINE MUSIC, TikTok, Meta, etc.).

  • Prevent and react quickly to distribution errors (e.g., takedowns, pre-releases, missed release dates).

  • Manage communication with third-party partners and escalate platform-level bugs or API issues.

Localization & Quality Assurance

  • Validate that platform workflows meet local Japanese standards-including language, compliance, DSP integrations, and support responsiveness.

  • Perform proactive testing and QA on music delivery workflows and catalog metadata integrity.

Client Advocacy & Communication

  • Provide timely and clear bilingual communication-especially during priority releases..

  • Ensure no communication gaps (e.g., “no response,” “no follow-up,” “no handover”) and establish documentation handoffs if needed.

  • Support contract transparency and manage expectations regarding pricing, billing, and SLAs.

Ideal Candidate Profile

  • Fluent in Japanese, with excellent written and verbal communication. Business-level English required for internal communication.

  • Strong knowledge of the Japanese music industry and DSP ecosystem (Spotify, LINE MUSIC, TikTok, etc.).

  • Proactive communicator with excellent issue-tracking and follow-up discipline.

  • Strong understanding of the high service standards expected in Japan - attention to detail, responsiveness, and accountability.

  • Able to work autonomously but also collaborate with global teams across time zones.

  • Familiar with tools such as Freshdesk, HubSpot, Jira, or other support platforms.

What Success Looks Like

● Customers feel consistently heard, respected, and well-supported.

● Delivery errors are proactively prevented or rapidly resolved.

● Clients no longer escalate support issues related to language barriers, slow responses, or unclear workflows.

● The company achieves higher customer retention and satisfaction in the Japanese market.

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