Senior Customer Success Manager / シニア・カスタマーサクセスマネージャー in Tokyo at Contentsquare

NewSalary: $11000000 - $15000000Job Function: Customer Service
Contentsquare
Tokyo, 100-0005, Japan
Posted on
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Job Description

Senior Customer Success Manager /

Contentsquare is the all-in-one experience intelligence platform designed to be easily used by anyone who cares about digital journeys. With our flexible and scalable platform, organizations quickly get a deep understanding of their customers’ whole online journey.
We are a global leader in the experience analytics space, with a growing presence across 15 offices worldwide. We’re here to stay—and we’re looking for team members who are excited to drive impact and help us scale even further.
Our aim is to create an inclusive workplace where everyone learns and succeeds. Contentsquare has built a community of individuals who are daring, understanding, and deliberate. We invite you to join us in making the complex simpler—for our customers, their customers, and each other.
Important note: Be careful of scammers pretending to be from Contentsquare. We will never ask for money or contact you through random texts. Any communication from our in house Talent Acquisition team will only ever come from our contentsquare.com or @contentsquare-ext.com domain. For more information, visit our careers blog.

/ Contentsquare in Japan

2022418AESDR60

Since opening our Japan entity in April 2022, we have grown into a trusted partner for enterprise companies across many industries. The Japan business is led by Country Manager Kenichiro Horii. Our team of around 18 people covers sales (AE and SDR), presales, customer success, marketing and partner sales, helping customers with their digital transformation. We work with more than 60 enterprise customers in Japan, including Sony, SMBC Card, Casio, Belluna and SoftBank.

/ About the job

APJHead of Customer Success, APJAPJ

Based in our Tokyo office and reporting to the Head of Customer Success, APJ, you will own a portfolio of enterprise customers in Japan. You will guide them all the way from onboarding through adoption, renewal and expansion. Customer work and the Japan team operate in Japanese. Your manager and the APJ and global teams work mainly in English.

/ What youll do:
  • QBR
  • ROI
  • Own a portfolio of enterprise accounts
  • Own a renewal target and identify upsell and cross-sell opportunities
  • Track customer health and act early on churn risk
  • Build relationships with executives and decision-makers, and run regular business reviews (QBRs)
  • Lead onboarding for new customers and act as their technical advisor during implementation
  • Design and run training for key users, and support them through product certification until they are self-sufficient
  • Advise customers on how to use Contentsquare data to maximise their ROI
  • Plan and run workshops tailored to each customer’s industry and personas
  • Share customer feedback with our product teams to help improve the product
  • Share knowledge with and help develop other team members
/ Who you are:
  • ITSaaS53
  • APJSlack

  • 5+ years in IT or SaaS, including 3+ years in customer success or another customer-facing role
  • Experience managing enterprise customers and driving renewals and expansion
  • Confident working with multiple stakeholders, including senior executives
  • Native-level Japanese
  • Business-level English (meetings with your manager and the APJ and global teams, Slack and documents are in English)
/ A huge plus:
  • WebGA4Adobe Analytics
  • SalesforceGainsightCS
  • Knowledge of web analytics and site optimisation (GA4, Adobe Analytics or similar)
  • Experience with CS tools such as Salesforce or Gainsight
  • Experience at a foreign-owned company
  • Experience mentoring or developing team members
/ The details:
  • 1,1001,50025%1,3751,875
  • 3
  • 9:0018:001
  • 220
  • 6
  • Salary: base salary ¥11M to ¥15M per year depending on experience, plus variable pay of 25% of base (on-target earnings ¥13.75M to ¥18.75M) and stock options
  • Location: Tokyo office (hybrid, 3 days a week in the office)
  • Hours: 9am to 6pm, including a 1-hour lunch break
  • Holidays: weekends and Japanese public holidays off, New Year holidays, plus 20 days' paid leave
  • Probation: 6 months
  • Benefits: full social insurance, commuting allowance, stock options, parental leave from day one, wellbeing and home office allowances
/ Interview process:
  5. APJ
  7. VP
  1. CV review (a Japanese CV or is fine)
  2. Call with the recruiter (English; let us know if this is difficult)
  3. Interview with a member of our Japan team (Japanese)
  4. Interview with the Country Manager (Japanese)
  5. Conversation with the Head of Customer Success, APJ (English with some Japanese, informal)
  6. Case study (Japanese)
  7. Final conversation with our SVP APJ (informal, may not be needed)
Why you should join Contentsquare
We invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits. We are always assessing the perks we offer to ensure we’re aligned with the employees' needs.
Here are a few we want to highlight:
- Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year
- Work flexibility: hybrid and remote work policies
- Generous paid time-off policy (every location is different)
- Lifestyle allowance
- A Culture Crew in every country we’re based in to coordinate regular activities for employees to get to know each other and bond outside of work
- Every full-time employee receives stock options, allowing them to share in the company’s success
- We have multiple Employee Resource Groups, that offer a safe space for individuals who share common identities, life experiences, or allyship to connect, support one another, and passionately advocate for the issues close to their hearts
- And more benefits tailored to each country
Contentsquare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
Your personal data is used by Contentsquare for recruitment purposes only. Read our Job Candidate Privacy Notice to find out more about data protection at Contentsquare and your rights. You can exercise your rights by using our dedicated Data Subject Rights Portal here.
Your personal data will be securely stored in our hosting provider’s data center in Oregon (US west). We have implemented appropriate transfer mechanisms under applicable data protection laws.
Contentsquare may use AI-assisted tools to help review and screen applications. All decisions involving hiring are made by human reviewers, and your personal data will be processed in accordance with our Candidate Privacy Policy.

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Job Location

Tokyo, 100-0005, Japan

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