Customer Success Manager
A Customer Success Manager role at a global database software company, based in Tokyo on a hybrid basis. You will act as trusted advisor to a portfolio of enterprise accounts, owning retention, revenue realisation and advocacy across the customer journey. The role keeps the company's platform central to each customer's technology strategy.
About the company
A global database software company with a Japan team serving enterprise customers. Customer Success owns the post-sales relationship, combining business and technical expertise to keep the company's platform at the core of each customer's technology strategy and to help customers realise the full value of their investment.
The role
The Customer Success Manager is the trusted advisor who guides customers through their journey on the platform. You are responsible for customer lifetime value and success across a portfolio of accounts, connecting customers with the right resources at the right time. The role drives retention, revenue realisation and advocacy. The position is hybrid, and candidates must be based in Tokyo.
Responsibilities
- Identify risks early and advise on best practices and operational strategy to maintain deployment health and shorten time-to-value
- Lead business reviews that analyse technical health and operational performance, and agree mutual success plans with technical and business leaders
- Own the parts of the account plan that drive customer maturity, lifetime value, retention and revenue realisation across accounts at different stages of the journey
- Track progress against business outcomes, forecast revenue retention to senior leadership, and work with presales teams on expansion opportunities
- Keep internal systems accurate as the single source of truth, and use AI-driven tools to improve productivity
- Represent the customer internally, feeding insights into the product roadmap and coordinating across Sales, Product, Services, Support and Training
What you bring
- 5 to 7+ years in a technical customer-facing role, such as technical customer success, solutions architecture or engineering, professional services, or technical account management, for a deeply technical product, ideally consumption-based
- 3+ years accountable for customer health and revenue realisation across a defined book of business with enterprise or high technology customers
- Excellent verbal and written communication, with the ability to influence technical and business outcomes
- Bachelor's degree in Computer Science or another STEM field, or equivalent technical work experience
Interested in this role?
Client names are shared once we have spoken. Send your resume and we will be in touch.