Job Title: Senior Customer Success Manager
Location: Tokyo, Japan
Employment Type: Full-time
Company Overview
A global enterprise software company provides an advanced application development platform that enables organizations to rapidly build, deploy, and scale business-critical solutions.
With a strong international presence, the company serves clients across multiple industries and supports digital transformation through modern technologies, including AI-driven capabilities. It is widely recognized by leading industry analysts and has a large global developer and customer community.
Role Overview
This position is responsible for managing and growing relationships with key enterprise customers. The role focuses on ensuring customer success, driving product adoption, and identifying opportunities for expansion and renewal.
Acting as a strategic advisor, you will work closely with clients to align technology solutions with business goals and maximize long-term value.
Key Responsibilities
Account Management
Manage a portfolio of high-value enterprise accounts
Develop and execute customer success plans aligned with business objectives
Build strong, long-term relationships with key stakeholders
Customer Advisory
Act as the primary advocate for customers internally
Lead business reviews and executive-level discussions
Provide strategic recommendations based on customer needs and goals
Product Enablement
Educate customers on platform capabilities and new features
Support adoption of advanced technologies to drive business outcomes
Enable customers to leverage the platform effectively for transformation initiatives
Growth & Retention
Partner with sales and technical teams to identify upsell and renewal opportunities
Support contract renewals and expansion of existing accounts
Adoption & Transformation Support
Guide customers through adoption maturity stages
Support the establishment of internal best practices and scalable usage frameworks
Help customers maximize value through structured enablement approaches
Required Experience
Extensive experience (10+ years) in customer-facing roles
Strong background in enterprise SaaS environments
Experience in customer success, technical account management, or similar roles
Proven ability to manage complex enterprise stakeholders and accounts
Experience working across regions and collaborating with global teams
Technical Background (Highly Preferred)
Background in software engineering, solution architecture, or development
Experience in enterprise IT systems, application development, or platform-based solutions
Familiarity with areas such as:
Cloud platforms
APIs and system integrations
Digital transformation initiatives
Emerging technologies (e.g., AI, automation)
Skills & Competencies
Strong stakeholder management and communication skills
Strategic thinking with a data-driven approach
Ability to influence decision-making at senior levels
Experience working in subscription-based (SaaS) business models
Strong problem-solving and analytical capabilities
Language Requirements
Fluent Japanese (spoken and written)
Fluent English (spoken and written)
Ideal Candidate Profile
Experience in Customer Success, Technical Account Management, Professional Services, or Solution Engineering
Strong understanding of enterprise customer engagement
Ability to balance technical knowledge with business strategy
Bachelor’s degree or equivalent experience