Masato Suzuki

I'm a Customer Success professional with seven years of experience across SaaS, HR Tech, and travel, in both Japan and the United States. I'm a native Japanese speaker, fluent in English, and currently based in Madrid while completing an International MBA at IE Business School (expected December 2026).

Most recently I spent four years and four months as a Customer Success Manager at Dialpad Japan, the Japanese arm of a US AI-powered business communications SaaS company, managing a portfolio of 50 accounts including enterprise clients.

• Achieved 103%+ net revenue retention for two consecutive quarters

• Cut support inquiries by 20% within three months by rewriting customer-facing documentation from a user-first perspective

• Reduced onboarding time by 25% by validating requirements across 10+ clients and co-designing a scalable onboarding flow

• Root-caused and resolved a five-year-old Android audio degradation issue through internal test calls and analysis of Jira history

• Led production of nine feature-introduction videos (planning, scripting, voice recording) that reached 2,000+ views

• Drove resolution of 300+ customer issues by building weekly issue-tracking reports for executives and partners

Before that, I spent two years and seven months at Indeed Japan as a Client Success Specialist, supporting 50+ clients from SMEs to large enterprises. I cut cost-per-application by 15% by resolving early-stage screening drop-offs and aligning job titles with descriptions, mentored two junior team members, and co-led a process improvement initiative that reduced operational errors by 10% across a 40-person team.

My career started at JTB USA in New York as a travel consultant, handling 100+ domestic and international travel arrangements annually and running Instagram, X, and blog content for NYC destinations.

Why Madrid matters: a single working day here touches both markets. My mornings overlap with Japanese business hours through 18:00 JST, and my afternoons overlap with US East Coast mornings. If you are a Western SaaS company entering or scaling in Japan, I can run Japanese customer conversations in the morning and sync with US or European headquarters the same afternoon.

What I'm looking for: fully remote Customer Success roles where native Japanese is an asset. Japanese-market CSM, APAC customer success, localization of support content, or building a CS function from the ground up. Open to contractor arrangements or employment through an EOR.

Tools: Salesforce, Jira, Confluence, Slack, Zoom, Google Workspace. Certification: CCNA.

Languages: Japanese (native), English (fluent), Spanish (basic).

Education: IE Business School, International MBA (expected Dec 2026). SUNY New Paltz, BA International Relations.