Senior Manager, Enterprise Customer Success

3 дн. назад

JapanWorldwideSeniorHybrid

Manage and lead a team of Enterprise Customer Success Managers to drive adoption, customer education, and positive customer experience for 's major accounts in Japan.

Требования

You have 5–8+ years of experience in Customer Success, Technical Account Management, or Account Management roles in the B2B SaaS / subscription software space, working with complex enterprise customers.
You bring 5+ years of people management experience leading and coaching high‑performing Enterprise CS or account teams, ideally in a regional or market‑owning capacity.
You have demonstrated success working with Fortune 1000 companies, global brands, and leading Japanese enterprises, navigating complex stakeholder landscapes, procurement processes, and governance structures.
You possess strong knowledge of the Japanese enterprise technology landscape (cloud, infrastructure, observability, security) and understand local market dynamics, customer expectations, and business culture.
You are fluent in Japanese and business‑level English, and can communicate, negotiate, and present effectively with senior stakeholders in both languages.
You are deeply customer‑centric , with a track record of building long‑term partnerships, driving measurable customer outcomes, and influencing customers’ strategic roadmaps.
You are data‑driven and comfortable using usage metrics, health scores, and commercial signals to prioritize focus, forecast risk, and identify opportunities for growth.
You thrive in cross‑functional environments, collaborating closely with Sales and Product while balancing customer advocacy with ’s business objectives.
You are proactive, structured, and comfortable operating in a fast‑growing, global SaaS environment, bringing clarity, process, and leadership to your team and stakeholders.
values people from all walks of life. We understand not everyone will meet all the above qualifications on day one. That's okay. If you’re passionate about technology and want to grow your skills, we encourage you to apply.
Benefits and Growth:  
High income earning opportunities based on self performance
New hire stock equity (RSU) and employee stock purchase plan (ESPP)
Continuous professional development, product training, and career pathing 
Sales training in MEDDIC and Command of the Message 
Intra-departmental mentor and buddy program for in-house networking 
An inclusive company culture, opportunity to join our Community Guilds
Generous global benefits
Benefits and Growth listed above may vary based on the country of your employment and the nature of your employment with .
#LI-Hybrid

Другое

We’re looking for a Senior Manager of Enterprise Customer Success to manage, recruit, onboard and train a team of Enterprise Customer Success Managers. Your team is responsible for proactively driving adoption across our existing customer base through on-boarding and customer education. The team advocates for the customer internally and focuses on a positive customer experience. This is an opportunity to join a company that’s a leader in the space, and contribute impactful work.
Check out some of our customer stories here .
At , we place value in our office culture - the relationships and collaboration it builds and the creativity it brings to the table. We operate as a hybrid workplace to ensure our Datadogs can create a work-life harmony that best fits them.
As a Senior Manager, Enterprise Customer Success (Japan), you will lead a high‑performing team of Enterprise Customer Success Managers responsible for driving strategic value, adoption, and expansion across ’s largest customers in Japan. You will combine strong people leadership, deep enterprise customer success expertise, and nuanced understanding of the Japanese market to build long‑term partnerships with C‑level stakeholders and accelerate ’s growth in the region.
Lead, grow, and develop a team of Enterprise Customer Success Managers supporting ’s strategic and global accounts in Japan, including recruiting, onboarding, performance management, and ongoing coaching.
Define and operationalize a repeatable customer success motion tailored to the Japanese enterprise market, ensuring proactive adoption, value realization, and renewal across complex, multi‑product deployments.
Guide your team in building trusted advisor relationships with senior and executive stakeholders (CIO, CTO, Heads of Infrastructure/DevOps, Security leaders) at Fortune 1000 companies and leading Japanese enterprises, aligning to their business and technology priorities.
Oversee the end‑to‑end customer lifecycle for your portfolio: from onboarding and implementation, through ongoing success planning and QBRs, to renewal and expansion across product lines and regions.
Leverage data and usage analytics to identify adoption trends, uncover renewal and churn risks, and proactively design mitigation and growth strategies, including contract optimization and multi‑year commitments.
Collaborate cross‑functionally with Sales, Solutions Engineering, Support, Enablement, Product and Finance to deliver a unified, high‑quality customer experience and drive joint account strategies in Japan.
Serve as an executive‑level escalation point for key customers, ensuring issues are triaged, resolved, and communicated effectively, while strengthening long‑term customer trust and satisfaction.
Partner with regional leadership to bring the voice of the Japanese customer back into , influencing product roadmap, localization needs, and go‑to‑market strategy for Japan and the broader APJ region.
Build and refine operating rhythms (forecast reviews, pipeline/adoption reviews, QBRs, executive briefings) that drive accountability, predictability, and excellence in customer outcomes.
Champion customer centricity, continuous improvement, and a culture of high performance within the Japan CS team, fostering collaboration, inclusivity, and professional growth.
is the leading observability and security platform for the AI era, providing businesses with unified visibility across the technology stack to manage complexity at scale. It brings applications, infrastructure, data, models, and security into one place, using AI to detect and resolve issues before they impact customers. Trusted globally by Fortune 500 companies and high-growth AI leaders, enables businesses to move faster with clarity and confidence. Learn more about #DatadogLife on Instagram , LinkedIn, and Learning Center.
Equal Opportunity at :
is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and other characteristics protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Here are our Candidate Legal Notices for your reference. 
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