What you can expect

The Manager, Customer Success role oversees Japan customer success teams, ensuring satisfaction, retention, and growth. It also aligns regional initiatives with global business objectives. Experience in scaling operations across the Japanese markets with proactive CS approach and knowledge of Japan's business culture are essential. This position is based in Tokyo and reports to the Global Customer Success Head in the US.

Responsibilities

• Coaching & mentoring your team of highly motivated diverse set of Customer Success Professionals in the Japan region to develop customer engagement skills and competencies.
• Understanding SaaS business models and strategies, leveraging insights for growth, and guiding teams while managing cross-functional customer escalations.
• Having the ability to help develop strategic team initiatives and KPIs for their respective CS team.
• Managing the team to achieve quarterly goals, and provide clear reporting on metrics. Regularly assessing team processes to proactively identify risk factors and new growth opportunities.
• Identifying underperformance and coach for performance improvement
• Planning and Executing an outcome/results-oriented approach
• Working closely with other team managers/key stakeholders to use data for decision-making, improve team processes, and pinpoint potential risks and growth prospects.
• Assisting with high priority requests or issue escalations as needed.

About the Team

Customer Success plays a crucial role in improving the customer experience within Zoom. We build relationships, encourage product usage, and act as dedicated post-sales contacts for customers. We provide customers with useful resources that will enable them to succeed with our solutions, we effectively manage internal procedures and work across departments. Our success is achieved by consistently implementing the strategies with a commitment to excellence.

What we're looking for

• Have 10+ years of customer success experience in a global context within leadership roles
• Have a fluent verbal and written communication skills in English and Japanese, including experience conducting executive presentations.(This role is based in Tokyo)
• Have a solid understanding of business SaaS business models strategies, leverage insights for strategic growth and guide your team
• Have experience of multi-lingual and multi-market Customer Success operations
• Empower and inspire Japan CSM team with the ability to delegate and motivate a team to deliver set vision and objectives
• Can demonstrate ownership of complex and cross-functional delivery with sustainable and aligned outputs.
• Have negotiation skills at senior management level
• Be comfortable to work independently with limited direction in a fast-changed environment

Ways of Working

Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits

As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.

About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.

We're problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

Our Commitment

At Zoom, we believe great work happens when people feel supported and empowered. We're committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we're here to support you at every step.

If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.