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About the Role
As the Head of Customer Success for APJ, you will manage a portfolio of enterprise customers in Japan, guiding them from onboarding through adoption, renewal, and expansion. This role requires strong communication skills in both Japanese and English, as you will interact with Japanese clients and the Japan team in Japanese, while reporting to your manager and collaborating with APJ and global teams in English.
Responsibilities
- 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
Requirements
- 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)
Skills
- Web analytics
- Site optimisation
- GA4
- Adobe Analytics
- Salesforce
- Gainsight
- Customer Success tools
Location
- Tokyo office
Work Type
- Hybrid
- Full-time
Experience Level
- 5+ years in IT or SaaS
- 3+ years in customer success or another customer-facing role
Salary/Compensations
- Base salary ¥11M to ¥15M per year
- Variable pay of 25% of base
- On-target earnings ¥13.75M to ¥18.75M
- Stock options
Benefits
- Full social insurance
- Commuting allowance
- Stock options
- Parental leave from day one
- Wellbeing and home office allowances
- Virtual onboarding
- Hackathon
- Opportunities to interact with team and global colleagues
- Work flexibility
- Generous paid time-off policy
- Lifestyle allowance
- Culture Crew activities
- Multiple Employee Resource Groups
About the Company
- Contentsquare is the all-in-one experience intelligence platform designed to be easily used by anyone who cares about digital journeys.
- We are a global leader in the experience analytics space, with a growing presence across 15 offices worldwide.
- 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.
- The Japan entity was established in April 2022 and has grown into a trusted partner for enterprise companies across many industries.
- We work with more than 60 enterprise customers in Japan, including Sony, SMBC Card, Casio, Belluna and SoftBank.
Equal Opportunity
- 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.