Senior Enterprise Customer Success Manager
Drives adoption, customer health, and renewal outcomes for Datadog’s strategic enterprise accounts. The role requires 5+ years in B2B SaaS Customer Success or Account Management, strong enterprise relationship and discovery skills, technical fluency, and Japanese and English proficiency.
About the job
Responsibilities
- Partner with Sales and Technical Solutions to proactively drive adoption from onboarding through maturity.
- Own and project-manage the onboarding process for new customers.
- Discover, own, and manage customer success plans.
- Maintain alignment with decision-makers on the impact of their investment in Datadog.
- Build and maintain targeted relationships with influential stakeholders throughout customer accounts.
- Collaborate cross-functionally with sales, support, enablement, product, finance, and legal teams.
- Monitor and analyze usage trends to uncover renewal opportunities and risks.
- Own customer adoption and account health.
- Support colleagues and cross-functional teammates in developing best practices.
- Align customers’ technical and business objectives with Datadog’s observability and security platform offerings.
- Travel for customer onsite visits and events as required.
Requirements
- 5+ years of experience in Customer Success or Account Management roles in B2B SaaS.
- Experience serving technical audiences is a plus.
- Strong experience managing a portfolio of large enterprise accounts.
- Excellent discovery skills for understanding customer pain points, objectives, and priorities.
- Expert communication skills, including the ability to explain complex concepts and align them with customer needs.
- Ability to adapt messaging to different audiences.
- Fluency in written and spoken Japanese.
- Fluency in written English and at least conversational proficiency in spoken English.
- Ability to work in a fast-paced environment and contribute to team best practices.
Benefits
- Best-in-class onboarding.
- Sales training in MEDDIC and Command of the Message.
- Inclusive company culture and opportunities to join Community Guilds.
- Intra-departmental mentor and buddy program.
- Continuous professional development, product training, and career pathing.
- New-hire stock equity (RSUs) and employee stock purchase plan (ESPP).
- Competitive benefits package.
Skills
B2B SaaS, Customer Success, Account Management, Enterprise Accounts, Customer Onboarding, Success Planning, Usage Analytics, Renewal Management, Observability, Security Platforms, MEDDIC
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