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OneBox Introduces a Guide to Customer Success Organizations

As the concept of customer success (CS) gains traction over the last decade, it has become critical for businesses seeking sustainable growth. OneBox Inc., a BPO service specializing in CS through its offering "SuccessBox," has announced the start of a new series titled "[Complete Version] Guide to Building Customer Success Organizations" on the sales and technology-focused media platform, SalesZine, beginning December 18, 2025.

The need for such a guide is urgent, given that many businesses find themselves at a loss when it comes to establishing a CS unit, often unsure of where to start. Traditional corporate roles rarely encompassed this new function, and those tasked with building a CS organization often encounter significant challenges. Many professionals struggle with the absence of a clear strategy or misalignment in prioritizing tasks across different phases of development.

Over the past three years, OneBox has engaged extensively with more than 1,000 CS professionals, identifying common bottlenecks that hinder effective organization setup. The struggles are especially pronounced in environments where customer-facing activities dominate, leaving little opportunity for proactive efforts, which are essential for successful customer outcomes.

Recognizing these challenges, the series aims to clarify the obstacles that new CS professionals face and outline actionable steps for leading their organizations toward strength and effectiveness. It will not just offer theoretical concepts but will instead provide practical, reproducible methodologies tailored for immediate application in real-world settings.

Series Overview

The series will consist of six parts, each targeting CS leads and organizational transformation specialists. It is designed to offer comprehensive insights from mindset to practical application for establishing a robust customer success framework:

1. How to Build Customer Success Alone (Foundation Building)
2. Onboarding and Designing Customer Touchpoints: Winning Within Three Months Post-Contract
3. KPI Design and Expansion Mechanisms for Maximizing Outcomes
4. Structuring Customer Interactions and Utilizing CRM to Improve Efficiency and Prevent Dependency
5. Creating a Blueprint for Hiring, Training, and Evaluating to Foster Organization Scalability
6. Collaborating Across Departments to Achieve Company-Wide Success: Coordination and Management

About the Author

The series is authored by Takafumi Kamada, an executive director at OneBox Inc. A graduate of Kushiro National College of Technology and Nagaoka University of Technology, Kamada founded a programming education business while studying. He started as a web director during OneBox's early days and later worked as a data engineer and BI analyst at Fura Co., Ltd. Since returning to OneBox, he has focused on the customer success sector, launching the SuccessBox service and actively supporting the development of CS frameworks for various companies. With a data-driven mindset and extensive field experience, Kamada excels at organizational support that blends theory with hands-on application.

To commemorate the series' launch, OneBox is hosting a special free seminar for the first 30 companies that sign up, where Kamada will tailor the insights presented in the series to specific business challenges. This is an exceptional opportunity for companies looking to enhance their CS structures effectively.

About SuccessBox

SuccessBox, provided by OneBox, is a specialized BPO service in customer success. It delivers extensive training to talented professionals with practical experience in various industries, closely collaborating with clients' CS departments to deliver tangible value to end customers. By establishing a replicable BPO framework for essential CS activities, SuccessBox significantly contributes to achieving business objectives for its client organizations.

About OneBox

Founded in August 2015, OneBox is on a mission to remain the leading embodiment of customer success. The company focuses on addressing challenges faced by various organizations to foster growth, with strategic management aimed at becoming a frontrunner in the CS industry. The company is continuing to plan towards an IPO while driving exceptional development in customer success practices.

For inquiries, please contact: [email protected]