Customer Success Consultant

WHO WE AREJoin FPG and become part of a dynamic team dedicated to elevating service and revenue excellence. With over 30 years of expertise, we’ve perfected the art and science of optimizing frontline performance. By combining the inspiring artistry of our people with the proven science of our proprietary technology, IN-Gauge, we have set the benchmark for performance improvement through technology and training.Our global footprint spans world-renowned brands across the hospitality and automotive industries, operating in more than 100 countries with over 60,000 app users worldwide.At FPG, we are committed to unlocking individual potential and transforming frontline performance. Our culture is built on empowerment, passion, and continuous growth. When you join FPG, you are not just joining a company, you are joining a global team that believes deeply in people and their ability to make a meaningful impact.WHO YOU AREYou are a customer-focused professional who thrives at the intersection of hospitality, technology, and performance. You bring experience working with hotel or hospitality organizations and are comfortable operating in a tech-enabled, SaaS-driven environment. While direct SaaS experience is valuable, we also welcome hospitality leaders who are highly tech-savvy and eager to grow deeper platform and systems expertise.You have strong executive presence and the ability to influence at all levels, from senior leadership to frontline teams. You are an engaging presenter and facilitator, confident delivering both in-person and virtual sessions that drive adoption, alignment, and results.You excel at building trusted client relationships, balancing empathy with accountability, and translating strategy into action. You are organized, self-directed, and energized by managing multiple accounts in a dynamic, fast-moving environment. Above all, you are passionate about helping people and organizations perform at their best.WHAT YOU WILL DOAs a Customer Success Consultant at FPG, you play a critical role in ensuring each client’s long-term success. You will guide customers through the full lifecycle, beginning with activation and onboarding and continuing through ongoing performance optimization.You will lead immersive live virtual delivery sessions to introduce the FPG Foundation Framework, helping client stakeholders at all levels understand their role in driving successful outcomes. You will manage a portfolio of hospitality clients, with success measured by adoption of the framework, platform engagement, and incremental revenue performance.As the voice of the customer, you will proactively drive platform utilization, advocate for client needs internally, and maintain a strong focus on retention and growth. You will also periodically support clients on-site, reinforcing relationships and elevating the overall client experience.HOW YOU WILL DO ITLead and facilitate customer activation and onboarding experiencesDrive implementation and sustained adoption of the FPG Foundation FrameworkManage and grow a regional portfolio of hotel clients, acting as an owner of performance and retentionPromote and support adoption of the IN-Gauge SaaS platformMaintain “super-user” proficiency through continuous self-led learningCollaborate with regional and global peers to share best practices and innovationChampion client recognition tools and leadership engagement within IN-GaugeCommunicate program performance and support needs to property leadership on a monthly basisLead quarterly business reviews with key stakeholdersInitiate conversations around expansion and upsell opportunitiesTravel up to 40% of the time to support regional clients on-siteDeliver enhanced on-site and virtual training for frontline and leadership teamsFacilitate leadership development and “coach the coach” programs as elected by clientsINDISPENSABLE QUALIFICATIONSBachelor’s degree preferred, with experience in performance-driven environmentsStrong hospitality leadership background requiredSaaS experience is advantageous; tech-savvy hospitality professionals are strongly encouraged to applyFluent in both Japanese and EnglishAbility to travel up to 40%Exceptional presentation and facilitation skills, both in-person and virtuallyExecutive presence with the ability to influence diverse audiencesPolished, professional communication styleStrong listening skills, curiosity, and problem-solving abilityComfortable working independently in a remote environmentAdaptable and flexible in response to evolving business needsCollaborative mindset with a strong sense of ownershipLOCATIONThis is a remote position based out of Tokyo, with regional travel required up to 40%.COMPENSATION AND BENEFITSWe offer competitive compensation and statutory benefits for all full-time employees, including annual medical health checks.Annual Base Salary: ¥8,556,252 JPY(approximately ¥713,000 per month)Monthly performance-based incentives

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