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Senior Manager, Customer Success

Dataiku

Dataiku

Customer Service, Sales & Business Development
Tokyo, Japan
Posted on Monday, May 20, 2024

At Dataiku, we're not just adapting to the AI revolution, we're leading it. Since our beginning in Paris in 2013, we've been pioneering the future of AI with a platform that makes data actionable and accessible. With over 1,000 teammates across 25 countries and backed by a renowned set of investors, we're the architects of Everyday AI, enabling data experts and domain experts to work together to build AI into their daily operations, from advanced analytics to Generative AI.

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)

What are you waiting for!
At Dataiku, you'll be part of a journey to shape the ever-evolving world of AI. We're not just building a product; we're crafting the future of AI. If you're ready to make a significant impact in a company that values innovation, collaboration, and your personal growth, we can't wait to welcome you to Dataiku! And if you’d like to learn even more about working here, you can visit our Dataiku LinkedIn page.
Our practices are rooted in the idea that everyone should be treated with dignity, decency and fairness. Dataiku also believes that a diverse identity is a source of strength and allows us to optimize across the many dimensions that are needed for our success. Therefore, we are proud to be an equal opportunity employer. All employment practices are based on business needs, without regard to race, ethnicity, gender identity or expression, sexual orientation, religion, age, neurodiversity, disability status, citizenship, veteran status or any other aspect which makes an individual unique or protected by laws and regulations in the locations where we operate. This applies to all policies and procedures related to recruitment and hiring, compensation, benefits, performance, promotion and termination and all other conditions and terms of employment. If you need assistance or an accommodation, please contact us at: reasonable-accommodations@dataiku.com