At Dataiku, we're not just adapting to the AI revolution, we're leading it. Since our beginning in Paris in 2013, we've been pioneering the future of AI with a platform that makes data actionable and accessible. With over 1,000 teammates across 25 countries and backed by a renowned set of investors, we're the architects of Everyday AI, enabling data experts and domain experts to work together to build AI into their daily operations, from advanced analytics to Generative AI.
We are seeking an experienced Senior Manager, Customer Success to lead our Customer Success team in Japan. As a Senior Manager, you will be responsible for managing a team of Customer Success Managers while also having hands-on experience with our customers. Your primary focus will be to drive customer adoption, retention, and growth while ensuring exceptional customer experience. In addition to leading the team, you will personally manage a portfolio of key customer accounts, ensuring direct engagement and tailored support for each.
Responsibilities:
People Management:
Manage a team of Customer Success Managers, providing guidance, coaching, and mentorship to ensure their success
Develop and implement team goals, objectives, and performance metrics
Foster a culture of collaboration, innovation, and continuous improvement within the team
Customer Success:
Actively serve a portfolio of assigned accounts based in Japan, including some of the world’s leading organizations in industries such as financial services, insurance, pharmaceuticals, transportation, manufacturing and technology
Gain an understanding of clients’ use cases and desired business outcomes and help a large number of licensed users achieve these goals via Dataiku DSS & associated professional services
Leverage Customer Health analytics to identify customer expansion opportunities & churn risks
Guide customer organizations on how to leverage DSS to implement data science projects from design to production
Collaborate with Dataiku’s Sales team to expand customer relationships & ensure renewals
Implement customer engagement strategies, including adoption plans, value assessments, and Executive Business Reviews
Collaborate with Marketing to grow a library of customer testimonials
Inform customers of Dataiku’s Product roadmap & provide continuous customer feedback to Dataiku’s Product team
Oversee the management of a portfolio of customers, ensuring high levels of customer satisfaction and loyalty
Develop and execute customer success plans to drive adoption, retention, and growth
Collaborate with cross-functional teams to resolve complex customer issues
Identify and pursue upsell and cross-sell opportunities
Strategy and Operations:
Develop and implement strategies to optimize customer success processes and workflows
Analyze customer data to identify trends, opportunities, and challenges
Collaborate with product and marketing teams to inform product roadmap and marketing strategies
Requirements:
10+ years of experience in Customer Success, Account Management, or a related field
4+ years of experience in a people management role
Proven track record of success in managing teams and driving customer growth
Strong understanding of customer success principles and best practices
Excellent communication, leadership, and problem-solving skills
Familiarity with data science and machine learning concepts (not required but a plus)
Fluency in Japanese (both written and spoken)
Experience working in the Japanese market, with a deep understanding of local business culture and customs
Nice to Have:
Experience with customer success platforms and tools
Familiarity with data analysis and visualization tools
Certification in Customer Success (e.g. CSM, CCSP)
