#Japan #Tokyo #Customer Success #ATOMica #KOMMONS

Yuki Shiratsuka Takes the Helm of CS BPO Promotion Committee in Japan

In a significant leadership move, Yuki Shiratsuka, the CEO of KOMMONS Company, has been appointed as the Chair of the CS BPO Promotion Committee under the Japan Customer Success Association, effective from August 1, 2025. This development is expected to enhance the strategic direction of customer success operations across various sectors in Japan.

The Changing Role of Customer Success

In recent years, the market landscape has transformed, leading to evolving expectations around customer success (CS). Traditionally, CS was primarily focused on mitigating product cancellations. However, the modern interpretation now encompasses a proactive role that involves generating revenue and profits as well. As Shiratsuka notes, this shift indicates a need for businesses to rethink their customer engagement strategies and explore innovative ways to ensure customer satisfaction and loyalty.

To navigate this new environment, it is becoming increasingly important to standardize CS operations according to business phases and leverage Business Process Outsourcing (BPO) services at appropriate times. This approach not only optimizes operations but also enables a higher level of client interaction, thereby fostering improved customer relationships.

Enhancing BPO Services

As Chair of the CS BPO Promotion Committee, Shiratsuka is committed to educating both companies and BPO service providers on effective CS BPO utilization. This will include ongoing dissemination of best practices and recent case studies to help stakeholders maximize the benefits of BPO. The goal is to create a framework that offers high-quality value to each customer, ultimately invigorating the customer success industry in Japan.

About the CS BPO Promotion Committee

The CS BPO Promotion Committee serves as an educational and advocacy platform promoting the effective use of CS BPO services. The committee engages with both SaaS and non-SaaS companies along with CS BPO providers, working to establish guidelines and facilitate discussions through conferences. Their aim is to invigorate the CS BPO market overall.

Organizational Overview

• - Name: Japan Customer Success Association, CS BPO Promotion Committee
• - Establishment: November 2024
• - Location: PMO Ginza II, 5th Floor, 8-17-1 Ginza, Chuo-ku, Tokyo
• - Activities: Implementation support, consulting, educational seminars, publication of books, and consumer surveys related to customer success.

About KOMMONS Company

KOMMONS Company, under the vision of "Transforming work into enjoyment," specializes in designing and supporting customer success operations (BPO). They aim to assist companies across various sectors, including marketing, sales, and support, by leveraging each member's strengths to enhance customer success initiatives. With over 200 companies from diverse industries, including SaaS, telecom, and manufacturing, they have established and expanded customer success operations.

About ATOMica

ATOMica is a startup company founded in April 2019, known for creating social coworking spaces across Japan. With an emphasis on fostering connections and collaborations, ATOMica operates over 50 coworking facilities nationwide and aims to revitalize community engagement through various stakeholder collaborations.

Company Overview

• - Name: ATOMica
• - Established: April 5, 2019
• - CEOs: Mizuki Shimada and Kazuki Minohara
• - Headquarters: 5th Floor, THE E.A.S.T. Nihonbashi, 1-4-1 Nihonbashi, Chuo-ku, Tokyo
• - Business Summary: Startup operations of coworking spaces, managing industry-academia collaboration projects, and enhancing human resource training and matching through social coworking initiatives. Their corporate website can be found at ATOMica.