Dataiku is The Universal AI Platform, giving organizations control over their AI talent, processes, and technologies to unleash the creation of analytics, models, and agents. Providing no-, low-, and full-code capabilities, Dataiku meets teams where they are today, allowing them to begin building with AI using their existing skills and knowledge.

We are seeking an experienced Senior Customer Success Manager to join our Customer Success team in Japan. Your primary focus will be to drive customer adoption, retention, and growth, while ensuring an exceptional customer experience. You will personally manage a portfolio of key customer accounts, ensuring direct engagement and tailored support for each.

The candidate should be based in the Tokyo metropolitan area.

Responsibilities

• Actively serve a portfolio of assigned accounts based in Japan, including some of the world's leading organisations in industries such as manufacturing, financial services, CPG, telecommunication, transportation and technology
• Gain an understanding of clients' use cases and desired business outcomes, and help a large number of licensed users achieve these goals via Dataiku & associated professional services
• Leverage Customer Health analytics to identify customer expansion opportunities & churn risks
• Provide guidance to customer organisations on how to leverage Dataiku to implement data science projects from design to production
• Collaborate with Dataiku's Sales team to expand customer relationships & ensure renewals
• Implement customer engagement strategies, including adoption plans, value assessments, and Executive Success Reviews
• Collaborate with Marketing to grow a library of customer testimonials
• Inform customers of Dataiku's Product roadmap & provide continuous customer feedback to Dataiku's Product team
• Oversee the management of a portfolio of customers, ensuring high levels of customer satisfaction and loyalty
• Collaborate with cross-functional teams to resolve complex customer issues
• Identify and pursue upsell and cross-sell opportunities
• Plan and execute 1:many programs for scalable coverage

• Strategy and Operations:

• Develop and implement strategies to optimise customer success processes and workflows

• Analyse customer data to identify trends, opportunities, and challenges
• Collaborate with product and marketing teams to inform product roadmap and marketing strategies

Requirements

• 10+ years of experience in Customer Success, Account Management, or a related field
• Native-level proficiency in Japanese and business-level proficiency in English are required
• Strong understanding of customer success principles and best practices
• Strong natural and intellectual curiosity, especially around the application of technology to solve all kinds of problems, with the confidence to ask deep questions to understand prospective customers' current and desired future state.
• Experience in technical pre-sales or post-sales, preferably in a high-growth environment
• Experience in the data science, analytics, or big data markets is preferred
• Familiarity with data storage and computing infrastructure for data of all sizes (SQL, NoSQL, Kubernetes, Spark, etc)
• Comfortable talking to all levels of customer teams, from individual contributors to C-level executives
• Experience in Analytics/AI or other enterprise software

• Nice to Have:

• Experience with customer success platforms and tools

• Familiarity with data analysis and visualisation tools

What are you waiting for
At Dataiku, you'll be part of a journey to shape the ever-evolving world of AI. We're not just building a product; we're crafting the future of AI. If you're ready to make a significant impact in a company that values innovation, collaboration, and your personal growth, we can't wait to welcome you to Dataiku And if you'd like to learn even more about working here, you can visit our Dataiku LinkedIn page.

Our practices are rooted in the idea that everyone should be treated with dignity, decency and fairness. Dataiku also believes that a diverse identity is a source of strength and allows us to optimize across the many dimensions that are needed for our success. Therefore, we are proud to be an equal opportunity employer. All employment practices are based on business needs, without regard to race, ethnicity, gender identity or expression, sexual orientation, religion, age, neurodiversity, disability status, citizenship, veteran status or any other aspect which makes an individual unique or protected by laws and regulations in the locations where we operate. This applies to all policies and procedures related to recruitment and hiring, compensation, benefits, performance, promotion and termination and all other conditions and terms of employment. If you need assistance or an accommodation, please contact us at:
reasonable-

Protect yourself from fraudulent recruitment activity
Dataiku will never ask you for payment of any type during the interview or hiring process. Other than our video-conference application, Zoom, we will also never ask you to make purchases or download third-party applications during the process. If you experience something out of the ordinary or suspect fraudulent activity, please review our page on identifying and reporting fraudulent activity here.