B2B Customer Success & Operations

B2B Customer Success & Operations Associate - Bay Area

Location:

Bay Area (San Mateo Office)

Customer Scope:
Nationwide (B2B accounts across the U.S.)

Work Style:
On-site / Hybrid (Remote-only not available)

This company is a fast-growing wellness beverage company bringing freshly ground, high-quality Japanese matcha into modern workplaces, cafés, and hospitality environments. Our matcha machines are already used by leading tech companies including Meta, and we are actively expanding into other Big Tech, startups, and premium hospitality venues across the U.S.

As an early-stage team, we value people who enjoy building systems from scratch, working hands-on, and growing together with the business.

Role Overview

We are looking for a B2B Customer Success & Operations Associate based in the Bay Area to support and scale our growing B2B business.

This role sits at the intersection of customer success, account management, and operations. You will be responsible for managing B2B customer accounts end-to-end, owning revenue-related operations such as orders, billing, and renewals, and ensuring a smooth experience from onboarding to daily usage.

This is not a purely sales role. Instead, you will focus on long-term customer success, operational excellence, and internal process building, while occasionally supporting sales activities when needed.

Key Responsibilities

Customer Success & Account Management (Nationwide B2B Accounts)

• Own relationships with B2B customers (offices, tech companies, cafés, hospitality venues)
• Take responsibility for account-level revenue management, including renewals and ongoing usage
• Manage order processing, invoicing, delivery coordination, and issue resolution
• Support trial programs, pilot contracts, and transitions from test phases to full rollouts
• Act as the primary point of contact to ensure customer satisfaction and long-term retention
• Early-stage contributions (as a growing company, this role also includes building the foundation for future scale):
  • Help design and improve customer onboarding processes
  • Create and document internal manuals, SOPs, and operational workflows
  • Accumulate customer and operational learnings into shared knowledge assets
  • Contribute to improving trial plans, pilot programs, and go-to-market execution

Operations (San Mateo Office)

• Process and prepare B2B orders from the Foster City office
• Coordinate shipments either by:
  • Dropping off packages at nearby UPS/Fed Ex locations, or
  • Shipping via external fulfillment warehouses
• Communicate and coordinate with third-party warehouse partners when applicable
• Maintain accurate operational records related to orders, shipments, and inventory

Local Deliveries (When Necessary - Bay Area)

• Handle local deliveries to Bay Area customers when needed
• Support urgent or special deliveries for key accounts

Onsite Machine Installation & Customer Support (When Necessary - Bay Area)

• Support onsite installation of machines at customer locations
• Train end users on machine usage and daily operation
• Train micro-kitchen or facilities staff on:
  • Milk system cleaning
  • Routine maintenance and hygiene standards
• Conduct periodic onsite visits for follow-up support and cleaning guidance
• Initially shadow experienced team members, then gradually operate independently

Sales Support (When Necessary - Bay Area)

• Support matcha pop-ups at:
  • Trade shows
  • Prospective customer offices
  • Sales-related events
• Assist sales activities as part of customer acquisition efforts
• Primarily in the Bay Area; occasional travel by mutual agreement

Qualifications

• Authorized to work in the United States (Visa sponsorship is not available for this role)
• Valid driver's license and ability to drive in the Bay Area
• Business-level English proficiency required
• Japanese language skills are a strong plus
• Passion for spreading high-quality matcha and Japanese tea culture
• Self-starter mindset - able to think independently and take initiative
• Detail-oriented, accurate, and reliable in execution
• Comfortable working hands-on in an early-stage, fast-changing environment
• Willingness to handle both strategic thinking and physical/operational tasks

Why Join our company

• Work directly with the founder and core team
• Gain exposure to Big Tech, startups, and premium hospitality clients
• Play a key role in shaping customer experience and operations from the ground up
• Be part of a mission-driven company redefining workplace wellness

Application Form