Principal Customer Success Manager

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

📋 Description

• Lead executive-level customer engagement across a portfolio of strategic accounts.

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

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

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

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

• Address complex business challenges and expedite customer outcomes.

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

• Examine customer, product, and business performance data to uncover trends and reduce risks.

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

⛳️ Requirements

• Preferred experience in manufacturing, engineering, or other technical fields.

• Documented success in managing large, complex customer relationships with senior executives.

• Experience in account planning, contract renewal management, and identifying opportunities for business expansion.

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

• Excellent communication and presentation skills for articulating complex ideas to senior executives and leadership teams.

• Proven experience managing multiple high-value customer accounts simultaneously.

• Strong analytical skills with the ability to provide recommendations that lead to measurable business results.

• Capacity to work independently, make well-informed decisions, and adapt to evolving situations.

• Proficient in Japanese language communication skills, both written and verbal.

• Bachelor's degree in engineering, manufacturing, computer science, or equivalent professional experience.

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

• Willingness to travel up to 25% as necessary.

🏝️ Benefits

• Competitive benefits and compensation.

• Flexible work arrangements.

• Discretionary Time Off (DTO).

• Global paid parental leave.

• Employee Assistance Program (EAP).