We are seeking an experienced Senior Manager, Customer Success to lead our Customer Success team in Japan. As a Senior Manager, you will be responsible for managing a team of Customer Success Managers while also having hands-on experience with our customers. Your primary focus will be to drive customer adoption, retention, and growth while ensuring exceptional customer experience. In addition to leading the team, you will personally manage a portfolio of key customer accounts, ensuring direct engagement and tailored support for each.

Responsibilities:

People Management:

• Manage a team of Customer Success Managers, providing guidance, coaching, and mentorship to ensure their success

• Develop and implement team goals, objectives, and performance metrics

• Foster a culture of collaboration, innovation, and continuous improvement within the team

Customer Success:

• Actively serve a portfolio of assigned accounts based in Japan, including some of the world’s leading organizations in industries such as financial services, insurance, pharmaceuticals, transportation, manufacturing and technology

• Gain an understanding of clients’ use cases and desired business outcomes and help a large number of licensed users achieve these goals via Dataiku DSS & associated professional services

• Leverage Customer Health analytics to identify customer expansion opportunities & churn risks

• Guide customer organizations on how to leverage DSS to implement data science projects from design to production

• Collaborate with Dataiku’s Sales team to expand customer relationships & ensure renewals

• Implement customer engagement strategies, including adoption plans, value assessments, and Executive Business Reviews

• Collaborate with Marketing to grow a library of customer testimonials

• Inform customers of Dataiku’s Product roadmap & provide continuous customer feedback to Dataiku’s Product team

• Oversee the management of a portfolio of customers, ensuring high levels of customer satisfaction and loyalty

• Develop and execute customer success plans to drive adoption, retention, and growth

• Collaborate with cross-functional teams to resolve complex customer issues

• Identify and pursue upsell and cross-sell opportunities

Strategy and Operations:

• Develop and implement strategies to optimize customer success processes and workflows

• Analyze customer data to identify trends, opportunities, and challenges

• Collaborate with product and marketing teams to inform product roadmap and marketing strategies

Requirements:

• 10+ years of experience in Customer Success, Account Management, or a related field

• 4+ years of experience in a people management role

• Proven track record of success in managing teams and driving customer growth

• Strong understanding of customer success principles and best practices

• Excellent communication, leadership, and problem-solving skills

• Familiarity with data science and machine learning concepts (not required but a plus)

• Fluency in Japanese (both written and spoken)

• Experience working in the Japanese market, with a deep understanding of local business culture and customs

Nice to Have:

• Experience with customer success platforms and tools

• Familiarity with data analysis and visualization tools

• Certification in Customer Success (e.g. CSM, CCSP)