Manager of Customer Success

mission is to ‘protect it all’ – delivering unparalleled prevention, detection, investigation, and response for all endpoints: workstations, laptops, mobile devices and more.

Our cyber-defence solutions combine machine learning and AI to analyze threats, connecting huge volumes of data to reveal cyber-attacks and shut them down, as well as block intrusion of known and unknown threats. With our latest offerings, we can also seamlessly automate detection and prevention across traditional endpoints as well as mobile devices.

Since entering the Japan market in 2016, we have seen tremendous growth, now holding #1 market share. We are constantly evolving and hope to expand our team with daring individuals that never give up!

As a Manager of Customer Success, SME/Commercial, you will manage adoption, renewals, and fighting churn for this critical market segment by directly managing a team of Customer Success professionals.  Nothing is more critical to  continued momentum than retaining and growing our world-class client portfolio. We look for mature, empathetic, tech savvy communicators who understand the importance of defending the health of our clients’ enterprises.

What you will do

• Be responsible for ARR and logo retention based on renewal targets, set and see to the execution of renewal strategy Risk Management - creation , implementation and execution of account plans for accounts at risk, track and analyze churn and value drivers
• Obtain a deep understanding of the needs of your customers to create and achieve long term goals
• Ensure that a clearly defined success plan is in place to expand product adoption and grow the relationship
• Recruit and mentor a world-class team of Customer Success Managers according to the CSM profile
• Develop and use repeatable and scalable low-touch delivery processes to ensure high quality customer relationships
• Optimize the end-to-end customer lifecycle with continuous improvement and industry best practices, including processes, playbook and tool implementation
• Collaborate with global peers on best practices and new initiatives

Requirements

What we are looking for

• 5-7+ years of experience in customer success, technical account management, project management or related, customer-facing role
• 2-3+ years of management experience
• Experience in the cyber security domain is desirable; other backgrounds in technology, particularly SaaS, endpoint or big enterprise technology, will be considered for exceptionally qualified candidates
• Be the voice of the customer internally; bring in the right people to deliver the best service
• C-level/executive relationship building experience
• Experience in managing a large number of accounts is desirable
• Track record of developing strong, trusted relationships with economic buyers and technical stakeholders
• Strong internal and external communication skills; be effective and be able to say “no” when needed
• Prior leadership experience with a high-growth, startup technology organization, particularly in scaling and growing a team
• Ability to travel as needed when conditions permit (<25%)
• English language proficiency, verbal and written(a non-Japanese candidate should be fluent in Japanese)