Principal Customer Success Manager

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

📋 Description

• Lead high-level customer engagement across a portfolio of key accounts.

• Build trusted advisor relationships with senior business and operational stakeholders.

• Manage and coordinate the post-sale customer lifecycle, which includes complex account transitions, executive governance programs, success planning, risk management, renewal strategies, and opportunities for growth and expansion.

• Propel customer adoption and business transformation initiatives through effective change management practices.

• Act as the senior customer advocate and strategic coordinator across Sales, Professional Services, Solutions Consulting, Product, Support, and partner teams.

• Address complex business challenges and enhance customer outcomes.

• Create and present executive business reviews, governance frameworks, success metrics, and outcome-oriented recommendations.

• Analyze customer, product, and business performance data to discern trends, mitigate risks, influence strategic decisions, and promote ongoing value realization.

• Foster accountability among internal and customer stakeholders concerning business objectives, success plans, KPIs, and contractual commitments.

• Provide support to the Customer Success Management team under the Director of Customer Success Management.

⛳️ Requirements

• Background in manufacturing, engineering, or other technical fields is preferred.

• Proven success in managing large, complex customer relationships with senior executives, including account planning, contract renewal management, and identifying business expansion opportunities.

• Demonstrated capability to guide customers through substantial organizational changes, system adoption, digital transformation projects, and process enhancements across various departments.

• Exceptional communication and presentation skills, with the ability to articulate complex ideas clearly to senior executives and leadership teams.

• Experience managing multiple high-value customer accounts simultaneously, with the ability to balance competing priorities and engage different stakeholder groups.

• Strong analytical abilities to review data, identify trends, and offer clear recommendations that drive measurable business outcomes.

• Capacity to work independently, make informed decisions, and adapt to evolving situations in a dynamic business environment.

• Proficiency in Japanese language communication skills (both written and verbal).

• Bachelor's degree in engineering, manufacturing, computer science, or equivalent professional experience; a Master's degree is preferred.

• 7 or more years of relevant professional experience in customer success, account management, or related fields.

• Employees have the option to work remotely within Japan.

• Willingness to travel up to 25% as necessary.

🏝️ Benefits

• Competitive benefits and compensation packages.

• Flexible work arrangements available.

• Discretionary Time Off (DTO) policy.

• Global paid parental leave offered.

• Employee Assistance Program (EAP) provided.