Customer Success Consultant

WHO WE ARE

Join 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 ARE

You 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 DO

As 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 IT

• Lead and facilitate customer activation and onboarding experiences

• Drive implementation and sustained adoption of the FPG Foundation Framework

• Manage and grow a regional portfolio of hotel clients, acting as an owner of performance and retention

• Promote and support adoption of the IN-Gauge SaaS platform

• Maintain “super-user” proficiency through continuous self-led learning

• Collaborate with regional and global peers to share best practices and innovation

• Champion client recognition tools and leadership engagement within IN-Gauge

• Communicate program performance and support needs to property leadership on a monthly basis

• Lead quarterly business reviews with key stakeholders

• Initiate conversations around expansion and upsell opportunities

• Travel up to 40% of the time to support regional clients on-site

• Deliver enhanced on-site and virtual training for frontline and leadership teams

• Facilitate leadership development and “coach the coach” programs as elected by clients

INDISPENSABLE QUALIFICATIONS

• Bachelor’s degree preferred, with experience in performance-driven environments

• Strong hospitality leadership background required

• SaaS experience is advantageous; tech-savvy hospitality professionals are strongly encouraged to apply

• Fluent in both Japanese and English

• Ability to travel up to 40%

• Exceptional presentation and facilitation skills, both in-person and virtually

• Executive presence with the ability to influence diverse audiences

• Polished, professional communication style

• Strong listening skills, curiosity, and problem-solving ability

• Comfortable working independently in a remote environment

• Adaptable and flexible in response to evolving business needs

• Collaborative mindset with a strong sense of ownership

LOCATION

This is a remote position based out of Tokyo, with regional travel required up to 40%.

COMPENSATION AND BENEFITS

We 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