Senior Manager, Enterprise Customer Success

Responsibilities

• Lead, grow, and develop a team of Enterprise Customer Success Managers in Japan, including recruiting, onboarding, performance management, and coaching.
• Define and operationalize a customer success motion tailored to the Japanese enterprise market, driving adoption, value realization, and renewal across complex, multi-product deployments.
• Guide trusted-advisor relationships with CIOs, CTOs, infrastructure and DevOps leaders, and security executives.
• Oversee the customer lifecycle from onboarding and implementation through success planning, QBRs, renewal, and expansion.
• Use data and usage analytics to identify adoption trends, renewal and churn risks, and growth opportunities.
• Collaborate with Sales, Solutions Engineering, Support, Enablement, Product, and Finance on joint account strategies and customer experience.
• Serve as an executive escalation point for key customers.
• Represent the voice of Japanese customers in product roadmap, localization, and go-to-market discussions.
• Build operating rhythms including forecast reviews, adoption reviews, QBRs, and executive briefings.
• Foster customer centricity, continuous improvement, inclusivity, and high performance within the Japan Customer Success team.

Requirements

• 5–8+ years of experience in Customer Success, Technical Account Management, or Account Management in B2B SaaS or subscription software, working with complex enterprise customers.
• 5+ years of people-management experience leading and coaching Enterprise Customer Success or account teams.
• Experience with Fortune 1000 companies, global brands, and leading Japanese enterprises.
• Strong knowledge of the Japanese enterprise technology landscape, including cloud, infrastructure, observability, and security.
• Fluency in Japanese and business-level English.
• Demonstrated ability to build long-term partnerships and drive measurable customer outcomes.
• Data-driven approach using usage metrics, health scores, and commercial signals.
• Strong cross-functional collaboration, organizational, communication, negotiation, and presentation skills.
• Ability to operate proactively and structurally in a fast-growing global SaaS environment.

Compensation and Benefits

• High income earning opportunities based on individual performance.
• New-hire stock equity through RSUs and an employee stock purchase plan.
• Continuous professional development, product training, and career pathing.
• Sales training in MEDDIC and Command of the Message.
• Intra-departmental mentor and buddy program.
• Inclusive company culture and Community Guilds.
• Generous global benefits.

Benefits may vary based on country of employment and employment type.