Role Summary

We are looking for an experienced transformation leader to build, scale and manage our Japan Customer Success Organisation.

Given the strategic and data intensive nature of our product, our Customer Success Managers (CSMs) are highly analytical and develop deep business focussed relationships built on successful value realisation. The majority of our CSMs have Strategy or Big 4 Consulting experience and this leader would need to be similarly strategic and analytical.

This individual would be accountable for managing our Japan CSMs and the success of our Japan customers and as such would have responsibility for the health of the customer portfolio and associated revenue retention.

What you will do

Hire, onboard, develop and lead a team of Customer Success Managers

• Accountable for the successful adoption of our technology within the domain to ensure value realisation and the successful delivery of agreed business objectives
• Establish change management best practices, processes and policies which drive adoption and value realisation within our customers and ensure the team are enabled in these practices

Accountable for customer success of P&C insurance customers in Japan

• Be a trusted advisor to drive product adoption and ensure they are using the solution to achieve full business value
• Re-engineer specific customers' business processes to enable their adoption of AI products
• Relationship management
• Ensure satisfaction across the customer hierarchy, from C level to daily users of the product
• Drive overall customer success responsibility and act as an escalation point for service issues

Client ownership

• Acting as a champion for clients within the organisation
• Demonstrate one’s grit, tenacity, and responsiveness to the client and stay up-to-date on client detailed requests as well as strategic trends

Account management

• Owning the post-sale relationship with Enterprise clients which includes implementation, on-boarding, training, driving platform adoption, Quarterly Business Reviews, and renewals.
• Actively identifying opportunities for cross-selling or increasing penetration, in coordination with the Business Development, Product & Research teams as needed

What You Need To Succeed

• 5+ years of managing high performing business transformation / customer success teams
• 5+ years of relevant consulting or software vendor experience responsible for managing the successful delivery and adoption of technology enabled change programs
• Extensive experience as Customer Success/Relationship or Account Management role at enterprise tech businesses
• Native fluency in Japanese and professional proficiency in English
• Strong communication skills and internal and external stakeholder management
• Experience in SaaS is a plus

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