Enterprise Customer Success Manager
Leads customer adoption, onboarding, success planning, and health management for Datadog’s largest strategic enterprise accounts. The role requires 3+ years of B2B SaaS Customer Success or Account Management experience, enterprise portfolio management, and business-level Japanese and English.
About the job
Responsibilities
- Partner with Sales and Technical Solutions to drive product adoption from onboarding through maturity.
- Own, design, advance, and project-manage onboarding processes for new customers.
- Develop, manage, and execute customer success plans.
- Align continuously with decision-makers on the value and outcomes of customers’ investments in Datadog.
- Build and maintain relationships with key people and influential stakeholders within customer organizations.
- Collaborate closely with internal Sales, Support, Enablement, Product, Finance, and Legal teams.
- Monitor and analyze usage data to identify renewal opportunities and risks early.
- Serve as the ultimate owner of customer product adoption and customer health.
- Travel as needed for customer visits and events.
Requirements
- 3+ years of practical experience in Customer Success or Account Management within B2B SaaS.
- Experience managing an account portfolio that includes large enterprise customers.
- Ability to lead discovery to understand customer challenges, objectives, and priorities.
- Excellent communication skills, including the ability to explain complex topics clearly and connect them to customer challenges and objectives.
- Ability to adapt messaging flexibly to different audiences.
- Willingness to continuously develop skills and contribute to team best practices in a fast-paced environment.
- Business-level or higher proficiency in both Japanese and English, including reading, writing, and speaking.
Compensation & Benefits
- Best-in-class onboarding.
- MEDDIC and Command of Message sales training.
- Inclusive company culture and opportunities to participate in community guilds.
- Department mentors and buddy programs for internal networking.
- Ongoing professional development, product training, and career paths.
- New-hire equity (RSUs) and an employee stock purchase plan (ESPP).
- Comprehensive and competitive benefits package.
Benefits and growth opportunities may vary depending on the country of employment and the terms of employment with Datadog.
Skills
B2B SaaS, Customer Success, Account Management, Onboarding, Project Management, Customer Success Plans, Stakeholder Management, Usage Analytics, MEDDIC, Command Of Message
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