Customer Success Manager - Store AI Solution Section, Incubation Office (INCO)

Role summary

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This role supports the adoption and growth of Rakuten’s Store AI solution, working with retail or merchant customers from onboarding through ongoing use. Candidates are expected to have experience in customer success, account management, consulting, or project coordination, with strong communication and problem-solving skills. An understanding of digital products, SaaS, retail operations, or AI solutions is valuable. The role requires the ability to manage multiple stakeholders, explain technology clearly, gather customer feedback, and work closely with product, sales, and engineering teams. Business-level Japanese is likely important, while English may be useful in Rakuten’s international environment. The successful candidate will be proactive, customer-focused, commercially aware, and comfortable working in an incubation or rapidly changing business setting.

About the employer

Rakuten Group, Inc. is a major Japanese technology and internet company headquartered in Tokyo. Founded in 1997, it operates a broad ecosystem covering e-commerce, fintech, mobile communications, digital content, travel, advertising, and professional sports. Rakuten’s services are connected through its membership and loyalty program, helping customers earn and use Rakuten Points across different businesses. The company also develops enterprise and merchant solutions, including data-driven tools, cloud services, and artificial intelligence products designed to improve retail and customer experiences. Rakuten has a large international workforce and promotes collaboration across business units and countries. Its culture is entrepreneurial and fast-moving, with employees often working on new products, partnerships, and technology-led ventures. This position sits within an incubation organization focused on developing and scaling innovative Store AI solutions.