Customer Success, Enterprise

This is a fully remote position, open to applicants in Japan.

📋 Description

• Serve as the primary relationship manager for a portfolio of existing clients in Japan, focusing on retention, renewals, upselling, and expansion driven by adoption.

• Establish trusted executive and technical relationships with customers (in both Japanese and English). Conduct regular business reviews and develop expansion roadmaps aligned with business outcomes.

• Foster customer adoption of Fivetran connectors and platform features through consultative, use-case focused discussions — translating technical capabilities into measurable business benefits.

• Oversee the complete contracting lifecycle for your portfolio: planning, strategy development, negotiation, amendments, and execution (in collaboration with Legal and Sales Operations).

• Provide timely and precise forecasts for renewals, expansions, and amendments; ensure Salesforce and forecasting tools are current.

• Collaborate cross-functionally with Customer Success Managers, Sales Engineers, Product, Marketing, and Partners/SIs to achieve excellent results and facilitate smooth implementation/migration projects.

• Act as the escalation point when issues arise; address problems promptly and transparently while safeguarding customer relationships.

• Gather and relay customer feedback, competitive insights, and product requests to shape product and go-to-market strategies.

• Develop customer advocates and create referenceable success stories for the Japanese market.

• Maintain high customer satisfaction (CSAT/NPS) and strong customer health metrics across your portfolio.

• Ensure consistent, predictable renewals and measurable ARR expansion driven by adoption and consumption.

• Provide accurate, timely forecasting and maintain clean CRM hygiene.

• Build strong, long-term partnerships with clients and local partners/SIs.

⛳️ Requirements

• Native Japanese speaker with proficient professional English (capable of daily business and executive communication).

• 3+ years (ideally 4–7) of proven success in SaaS Account Management, Customer Success, or Enterprise AE roles focusing on renewals, upsells, and contracting.

• Strong project management skills — able to manage multi-stakeholder technical projects, migrations, and onboarding programs from start to finish.

• Exceptional personal integrity and customer-centric approach — you build trust and act transparently.

• Highly detail-oriented: adept at contract reviews, accurate forecasting, and maintaining clear documentation.

• Demonstrated negotiation experience with renewals, amendments, and commercial discussions.

• Familiarity with CRM and forecasting tools (Salesforce preferred) and strong organizational abilities to manage multiple concurrent accounts.

• Comfortable working cross-functionally and influencing without formal authority.

• Familiarity with data platforms, ETL, analytics, or engineering teams is highly desirable (ability to engage in technical conversations with architects and analytics leaders).

• Willingness to travel domestically as customer needs dictate.

🏝️ Benefits

• 100% employer-paid medical insurance

• Generous paid time-off policy (PTO), in addition to paid sick leave, inclusive parental leave, holidays, and volunteer days off

• RSU stock grants*

• Opportunities for professional development and training

• Company-hosted virtual happy hours, complimentary food, and enjoyable team-building activities

• Monthly cell phone stipend

• Access to an innovative mental health support platform offering personalized care and resources in areas such as therapy, coaching, and self-guided mindfulness exercises for all covered employees and their dependents.