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Customer Success Director

ID: JR0033133

Remote Japan

Job Title:

Customer Success Director

Role Overview:

Japan Customer Success Regional Directorとして日本のカスタマーサクセスチームをけん引していただきながら、お客様の契約更新やサクセスプランの契約満了を目指し、適切な数字を設定しチームを達成まで導いていただきます。顧客の維持・拡大し、企業の利益に貢献するための戦略を構築します。

As the Japan Customer Success Regional Director, you will lead the Japan Customer Success team, setting appropriate numbers and guiding the team to achieve them, aiming for customer renewals and Success Plan contract expirations. You will develop strategies to retain and expand customers and contribute to the company’s bottom line.

主な仕事内容:
・お客様の契約更新、サクセスプランの契約満了を目指す。

・顧客拡大・維持のための戦略立案。

・数字の達成度、パイプラインの管理、営業的な数字の管理。

・日本の市場を理解分析したデータをもとに正しく目標を設定し達成していく。

Japan Customer Success Regional Directorとして10名弱のチームメンバーのマネジメントと日本のビジネスのリード。

・定期的なAPACチームとのフォーキャストミーティングにてレビューの実施。

・チームの勝利と最新情報を会社のリーダーシップと共有する。

期待する知識、経験:

 ・営業、カスタマーサクセス、リニューアルセールス、テクニカルアカウントマネージャーなどのSaaSサービスの提供経験

・複数の直属の部下を管理・指導する能力

・成長戦略の策定と進捗管理の経験

・数字、データを活用し、論理的思考と分析力をもとに戦略立案し説明するスキル

・社内の他のチームと協業できる対人関係スキル、コミュニケーション能力

・タスクを委任し、チームのイニシアチブの進捗を追跡する能力

・日本語・英語でのコミュニケーション能力(文書・口頭)、プレゼンテーション能力

カスタマーサクセスチームについて

有償サポートのご契約のお客様が契約を更新する判断をしてから次の年に更新するまでのライフサイクル(オンボーディング、展開、運用、そして更新)をお客様の第一相談役として適切なアドバイス、サービスを提供していきます。また2023年1月よりリニューアルセールスのメンバーも同じチームに在籍することになり、ライセンスの更新も対応しております。

What you’ll do:

・Aiming to renew the customer's contract and expiration of the Success Plan contract.

・Developing strategies for client expansion and retention.

∙ Manage the achievement of numbers, pipeline, and sales figures.

・He/She is responsible for the development of strategies to expand and retain clients, manage the pipeline and sales numbers, and understand the Japanese market.

・As the Japan Customer Success Regional Director, he manages a team of less than 10 people and leads the Japan business.

・Conduct reviews at regular forecast meetings with the APAC team.

・He/She will share team wins and updates with company leadership.

What you’ll need:

・Experience in providing SaaS services, including customer success, renewal sales, and technical account manager

・Ability to manage and mentor multiple direct reports

・Experience in developing growth strategies and managing progress

・Ability to use numbers and data to formulate and explain strategies based on logical thinking and analytical skills.

・Interpersonal and communication skills to collaborate with other teams within the company

・Ability to delegate tasks and track progress of team initiatives

・Strong communication skills (written and oral) and presentation skills in Japanese and English

About Team:

We will provide appropriate advice and services as your primary consultant throughout the lifecycle (onboarding, deployment, operation, and renewal) of your paid support contract from the time you make the decision to renew your contract until the next annual renewal. We also have a renewal sales member on the same team to handle license renewals.

 

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

  • Retirement Plans
  • Medical, Dental and Vision Coverage
  • Paid Time Off
  • Paid Parental Leave
  • Support for Community Involvement

We're serious about our commitment to diversity which is why we prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

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