Senior Customer Success Manager / シニア・カスタマーサクセスマネージャー

The role

You will manage a portfolio of enterprise customers in Japan from our Tokyo office, reporting to the Head of Customer Success, APJ. You guide customers from onboarding through adoption, renewal and expansion.

What you will do

• Own a portfolio of enterprise accounts
• Own a renewal target and identify upsell and cross-sell opportunities
• Track customer health and act early on churn risk
• Build relationships with executives and decision-makers, and run regular business reviews (QBRs)
• Lead onboarding for new customers and act as their technical advisor during implementation
• Design and run training for key users, and support them through product certification
• Advise customers on how to use Contentsquare data to maximise their ROI
• Plan and run workshops tailored to each customer's industry and personas
• Share customer feedback with product teams to help improve the product
• Share knowledge with and help develop other team members

Required qualifications

• 5+ years in IT or SaaS, including 3+ years in customer success or another customer-facing role
• Experience managing enterprise customers and driving renewals and expansion
• Confident working with multiple stakeholders, including senior executives
• Native-level Japanese
• Business-level English (meetings with manager and APJ and global teams, Slack and documents are in English)

Nice to have

• Knowledge of web analytics and site optimisation (GA4, Adobe Analytics or similar)
• Experience with CS tools such as Salesforce or Gainsight
• Experience at a foreign-owned company
• Experience mentoring or developing team members

Benefits

• Full social insurance
• Commuting allowance
• Stock options
• Parental leave from day one
• Wellbeing and home office allowances
• Weekends and Japanese public holidays off, New Year holidays
• 20 days paid leave per year
• Virtual onboarding, hackathon and team events
• Lifestyle allowance
• Culture Crew activities in each country
• Employee Resource Groups

Before you apply

• Application is by Japanese CV or 職務経歴書
• Interview process includes a case study and a final conversation with the SVP APJ

About the company

Contentsquare is an experience intelligence platform that helps organizations understand their customers' online journeys. It has been in Japan since April 2022 and works with more than 60 enterprise customers there.