Open to opportunities

Eri Shirakura

@erishirakura

Message

Customer Success Manager with expertise in B2B SaaS solutions.

Japan

Message

What I'm looking for

I am seeking a role that fosters innovation and values customer-centric strategies, with opportunities for growth.

With over five years of experience in the B2B SaaS startup industry, I have honed my skills in customer success management, focusing on enhancing customer engagement and satisfaction. My journey has taken me through various roles where I have successfully guided enterprise clients in utilizing products effectively, aligning with the latest marketing trends. At Commune, Inc., I leverage extensive customer data to drive strategic initiatives that maximize value delivery and proactively address customer needs.

Previously, as a Customer Success Manager at Treasure Data, I engaged with approximately 35 enterprise clients, significantly increasing product adoption and renewal rates. My ability to rebuild trust and foster strong relationships has led to a remarkable 95% renewal rate. I am passionate about creating exceptional customer experiences and have organized workshops that shift the focus from product usage to brand engagement strategies. My commitment to understanding customer needs has consistently resulted in actionable solutions that drive success.

In addition to my professional achievements, I am a native Japanese speaker with business-level English proficiency. I thrive in dynamic environments and am dedicated to continuous learning and improvement. I am excited to bring my expertise in customer success and operations to a forward-thinking organization that values innovation and customer-centric strategies.

Experience

Work history, roles, and key accomplishments

Current

Lounge Cultivator

Current

THE COACH

May 2024 - Present (1 year)

Dedicated to fostering an engaging environment within the Lounge community, organizing networking events and providing support for students to enhance learning opportunities and community connections.

Community Engagement Networking Collaboration

Current

Customer Success Ops Specialist

Current

Commune, Inc.

Nov 2024 - Present (6 months)

As a Customer Success Ops specialist, I leverage customer data to enhance engagement and ensure the Customer Success team proactively addresses customer needs. My role includes standardizing processes, managing operational tools, and collaborating cross-functionally to support financial forecasts and key performance indicators.

Customer Engagement Data Analysis Cross Functional Collaboration Performance Analysis Strategic Planning Process Automation

Customer Success Manager

Treasure Data, Inc.

Nov 2023 - Nov 2023 (0 months)

Guided approximately 35 enterprise clients in utilizing products aligned with marketing trends, enhancing product usage and customer adoption. Conducted business reviews, training sessions, and organized workshops to improve customer experience and foster community engagement.

Customer Engagement Product Training Community Building Client Relationship Management

Customer Support Specialist

PLAID, Inc.

Jan 2020 - Sep 2022 (2 years 8 months)

Led the design of operational frameworks during the startup phase of the customer support team, improving response times and customer satisfaction through enhanced support processes and team skills.

Customer Support Team Collaboration Process Improvement Customer Satisfaction

Client Success Manager

Cheetah Digital Co., Ltd.

Sep 2022 - Oct 2023 (1 year 1 month)

Managed over 15 enterprise clients, focusing on increasing usage and contract renewals. Conducted business reviews and identified marketing challenges, proposing actionable solutions to enhance client engagement and satisfaction.

Client Management Renewals Upselling Technical Troubleshooting Customer Engagement

Sales Planning Officer

YAMATO BOX CHARTER CO.,LTD.

Sep 2018 - Dec 2019 (1 year 3 months)

Managed tools for sales organization reform, improving efficiency and visualizing potential customers. Assisted in managing executive meetings and developed skills in web marketing and SaaS tools.

Sales Strategy Executive Meetings Web Marketing SaaS Customer Visualization

Education

Degrees, certifications, and relevant coursework

Meiji Gakuin University

Bachelor of International Studies, International Studies

2007 - 2011

Studied International Studies, focusing on global issues, cultural exchanges, and international relations. Developed skills in critical thinking, communication, and cross-cultural understanding.