Customer Success Manager

You will own post-deployment relationships for enterprise and government accounts, from go-live through renewal. You will create success plans, drive adoption, monitor account health, and manage renewal and expansion with Sales. You will define handovers, guide product best practices, coordinate incident communications, build Customer Success playbooks and metrics, support SI-delivered customers, and share customer feedback with product and research teams.

Responsibilities

• Own post-deployment relationships for assigned enterprise and government accounts
• Agree success plans, engage executive sponsors, and run regular business reviews
• Drive onboarding, user enablement, and use-case expansion across departments
• Monitor usage, maintain account health scores, and identify underuse early
• Manage renewal forecasts, risks, and expansion opportunities with Sales
• Define the handover from deployment to Customer Success
• Guide best practices for product use, orchestration, and evaluation
• Coordinate incident communications with Support and escalate issues to product and research teams
• Build Customer Success playbooks, health metrics, and onboarding templates using the CRM
• Work with SI partners to provide a consistent customer-success experience
• Identify customer cases and references with customer consent
• Feed structured customer feedback to product and research teams
• Collaborate across global teams and markets in Japanese and English

Requirements

• 6+ years of customer success, consulting, solutions architecture, or similar customer-facing experience in enterprise B2B software
• Experience owning retention and expansion outcomes for subscription or consumption-based products
• Experience working with security- and compliance-conscious financial institution or government customers in Japan and globally
• Ability to write and present at executive level in Japanese and English
• Technical understanding of AI products
• Ability to use usage data to define health scores and prioritize action
• Ability to drive initiatives and create playbooks autonomously in a fast-paced startup environment
• Native or professional fluency in Japanese and English