#Japan #SaaS #Customer Success #Chiyoda

Customer Success Co. Launches to Innovate Customer Engagement in Japan

In an exciting development for the SaaS industry, Customer Success Co., based in Chiyoda, Tokyo, officially launched its services, spearheading the promotion and societal implementation of customer success strategies. Founded by Yuuto Iwakuma and Masato Kajiwara, the company aims to redefine how businesses interact with their customers, ensuring that genuine customer success is not just a trend but a fundamental practice.

Background and Purpose of Establishment

The term “customer success” has gained significant traction alongside the growth of SaaS startups, penetrating even large corporations that are not directly involved in SaaS. However, this popularity has also led to various misunderstandings and implementations that do not fully realize its potential benefits. Many companies see customer success merely as customer support or a single department’s function. In reality, it should be viewed as a comprehensive business approach that maximizes revenue at the management level.

Customer Success Co. aims to cultivate what it terms as "genuine businesses"—those that continuously engage with their customers and deliver results. The organization's mission, "Creating a society filled with genuine businesses," reflects their commitment to accurately promoting customer success and ensuring its rightful place in the Japanese corporate landscape.

Corporate Mission

The company is dedicated to enhancing the understanding and implementation of customer success through various initiatives.

Approaches to Promotion

To foster awareness of customer success, the company will:

• - Organize events aimed at educating both businesses and consumers about customer success methodologies.
• - Participate in the Japan Customer Success Association as part of their secretariat and review board.
• - Disseminate information through various media channels to reach a wider audience about the importance of customer success.

Approaches to Societal Implementation

Customer Success Co. has identified two major challenges in the professional landscape: a lack of know-how and a shortage of skilled personnel. To tackle these, they propose three key services:

1. Consulting Services: Experienced professionals provide hands-on expertise and assistance with problem-solving directly related to customer success initiatives. This assistance ranges from advisory roles to operational support.
2. Talent Development Services: Their programs aim to systematically train individuals to understand and perform customer success tasks effectively, providing options for both corporate and individual clients.
3. Recruitment Support Services: Addressing the talent gap in organizations, this service assists in structuring teams and developing recruitment strategies that align with business goals.

Founders' Profiles

Yuuto Iwakuma

• - Co-founder & CEO
• - A graduate of Waseda University, Iwakuma began his career at DeNA before joining the founding team at Cloud Sign. He led the customer success division at Bengo4.com, where he supported over 100,000 companies over five years, before taking charge at Commune. In 2025, he co-founded Customer Success Co., becoming CEO.

Masato Kajiwara

• - Co-founder & COO
• - Also a Waseda University alumnus, Kajiwara has vast experience in the education and IT industries. After joining LayerX in 2019, he held various roles in customer success and product management before launching Customer Success Co. with Iwakuma.

Testimonials and Support

Customer Success Co. is supported by industry leaders who resonate with their mission. Notable endorsements include:

• - Hisano Yamada, chair of the Japan Customer Success Association, expressed excitement about the commitment of Customer Success Co. to advance the market.
• - Kazuki Jinzan, head of the Success Division at STORES Inc., praised the founders’ dual understanding of management and ground realities in driving industry change.
• - Yusuke Inafune, head of Growth Development at SmartHR, emphasized the potential impact of their collaboration in enriching the customer success paradigm in Japan.

Free Consultation Available

For those interested in exploring customer success strategies, the company offers a free initial consultation. Interested parties can reach out through their website.

Company Overview

• - Name: Customer Success Co.
• - Location: 4F Otemachi First Square East Tower, 1-5-1 Otemachi, Chiyoda, Tokyo
• - Established: October 1, 2025
• - Representatives: Yuuto Iwakuma, Masato Kajiwara
• - Website: customer-success.co.jp
• - Email: [email protected]

In summary, Customer Success Co. stands poised to transform the landscape of customer engagement in Japan by fortifying businesses with the necessary tools and expertise to succeed in today’s competitive environment.