Customer Success Manager
Core
Support growth and retention for strategic enterprise customers in Japan by guiding them through the DEX (Digital Employee Experience) journey using Nexthink's methodology.
Role type
Senior Customer Success Manager (Enterprise SaaS)
Builds
Customer success plans, adoption strategies, and value realization for IT operations and digital transformation.
Domain
IT Operations / Digital Employee Experience (DEX) / SaaS
Required skills
Enterprise account management, SaaS adoption strategy, executive stakeholder management, value tracking and measurement, renewal management, upsell/cross-sell strategy, workshop facilitation, CRM data management, IT operations knowledge, Japanese and English fluency
Preferred skills
ITIL/ITSM processes, End User Compute/Client Management, IT project delivery lifecycle, digital transformation initiatives
Technologies
Nexthink DEX platform, CRM systems
Responsibilities
Execute comprehensive customer success plans emphasizing people, processes, technology, communication, and value; act as a trusted advisor to CIOs and key stakeholders; identify, track, and share the impact of Nexthink solutions; deliver on-time renewals and achieve expansion targets; maintain customer health and escalate critical issues; deliver DEX workshops to educate customers; participate in quarterly executive business reviews; act as the voice of the customer to internal product and sales teams.
Seniority
Senior, hands-on IC
