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Customer Success Director
2 weeks ago
This role requires a seasoned executive to lead high-performing teams, navigate complex customer relationships in the Japanese market, and drive strategic initiatives that impact customer outcomes and business growth.
The ideal candidate will be responsible for leading and managing teams while driving strategic customer success initiatives across the region.
Key Responsibilities- Lead, mentor, and develop a team of managers and individual contributors
- Build and scale teams to support a growing customer base and evolving business needs
- Establish performance metrics, goals, and development plans for team members
- Foster a culture of customer obsession and continuous improvement within the organization
- Oversee customer success strategies for enterprise and mid-market accounts
- Drive customer retention, expansion, and advocacy initiatives
- Analyze customer health metrics and develop action plans to improve customer outcomes
- Partner with customers on strategic initiatives and business transformation projects
- Work closely with cross-functional teams to ensure a seamless customer experience
- Collaborate with leadership on best practices and strategic initiatives
- Develop and refine processes for customer success operations
- Implement scalable solutions for customer onboarding, adoption, and expansion
- Support pricing and packaging decisions specific to the market
- Coordinate with teams on market requirements and feedback
- Drive continuous improvement initiatives
- 7+ years of experience in customer success, account management, or related roles
- 4+ years of people management experience, preferably leading Customer Success management teams
- Native-level Japanese fluency and business-level English proficiency
- Demonstrated success building and scaling customer success programs
- Strong analytical skills and experience with customer success metrics and KPIs
- Ability to work effectively in a fast-paced environment
- Experience with change management and driving organizational alignment
