Datadog11 days ago
Senior Manager, Enterprise Customer Success
Salary not specified
MARKET
15,900 ₽median for this role
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Tokyo
Responsibilities
- 01Lead, grow, and develop a team of Enterprise Customer Success Managers supporting Datadog’s strategic and global accounts in Japan, including recruiting, onboarding, performance management, and ongoing coaching
- 02Define and operationalize a repeatable customer success motion tailored to the Japanese enterprise market, ensuring proactive adoption, value realization, and renewal across complex, multi‑product deployments
- 03Guide your team in building trusted advisor relationships with senior and executive stakeholders (CIO, CTO, Heads of Infrastructure/DevOps, Security leaders) at Fortune 1000 companies and leading Japanese enterprises, aligning Datadog to their business and technology priorities
- 04Oversee the end‑to‑end customer lifecycle for your portfolio: from onboarding and implementation, through ongoing success planning and QBRs, to renewal and expansion across product lines and regions
- 05Leverage data and usage analytics to identify adoption trends, uncover renewal and churn risks, and proactively design mitigation and growth strategies, including contract optimization and multi‑year commitments
- 06Collaborate cross‑functionally with Sales, Solutions Engineering, Support, Enablement, Product and Finance to deliver a unified, high‑quality customer experience and drive joint account strategies in Japan
- 07Serve as an executive‑level escalation point for key customers, ensuring issues are triaged, resolved, and communicated effectively, while strengthening long‑term customer trust and satisfaction
- 08Partner with regional leadership to bring the voice of the Japanese customer back into Datadog, influencing product roadmap, localization needs, and go‑to‑market strategy for Japan and the broader APJ region
- 09Build and refine operating rhythms (forecast reviews, pipeline/adoption reviews, QBRs, executive briefings) that drive accountability, predictability, and excellence in customer outcomes
- 10Champion customer centricity, continuous improvement, and a culture of high performance within the Japan CS team, fostering collaboration, inclusivity, and professional growth
Requirements
- 015–8+ years of experience in Customer Success, Technical Account Management, or Account Management roles in the B2B SaaS / subscription software space, working with complex enterprise customers
- 025+ years of people management experience leading and coaching high‑performing Enterprise CS or account teams, ideally in a regional or market‑owning capacity
- 03Demonstrated success working with Fortune 1000 companies, global brands, and leading Japanese enterprises, navigating complex stakeholder landscapes, procurement processes, and governance structures
- 04Strong knowledge of the Japanese enterprise technology landscape (cloud, infrastructure, observability, security) and understand local market dynamics, customer expectations, and business culture
- 05Fluent in Japanese and business‑level English, and can communicate, negotiate, and present effectively with senior stakeholders in both languages
- 06Deeply customer‑centric , with a track record of building long‑term partnerships, driving measurable customer outcomes, and influencing customers’ strategic roadmaps
- 07Data‑driven and comfortable using usage metrics, health scores, and commercial signals to prioritize focus, forecast risk, and identify opportunities for growth
- 08Thrive in cross‑functional environments, collaborating closely with Sales and Product while balancing customer advocacy with Datadog’s business objectives
- 09Proactive, structured, and comfortable operating in a fast‑growing, global SaaS environment, bringing clarity, process, and leadership to your team and stakeholders
What we offer
- 01High income earning opportunities based on self performance
- 02New hire stock equity (RSU) and employee stock purchase plan (ESPP)
- 03Continuous professional development, product training, and career pathing
- 04Sales training in MEDDIC and Command of the Message
- 05Intra-departmental mentor and buddy program for in-house networking
- 06An inclusive company culture, opportunity to join our Community Guilds
- 07Generous global benefits
- 08Hybrid workplace to ensure work-life harmony
- 09Benefits and Growth listed above may vary based on the country of your employment and the nature of your employment with Datadog