# Senior Manager, Enterprise Customer Success

**Company:** [Datadog](https://hotfix.jobs/companies/datadog)
**Location:** Tokyo, Japan
**Role:** Customer Success
**Experience:** 8+ years
**Skills:** Customer Success, Technical Account Management, Account Management, B2B SaaS, Subscription Software, Cloud, Infrastructure, Observability, Security, Usage Analytics, Health Scores, QBRs, MEDDIC
**Posted:** 2026-08-13

> Leads and develops an enterprise Customer Success team serving strategic customers in Japan, driving adoption, value realization, renewals, and expansion. Requires substantial customer success and people-management experience, Japanese and English fluency, and knowledge of the Japanese enterprise technology market.

## Job Description

## 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.

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