Senior Manager, Enterprise Customer Success
HybridTokyo, Tokyo, Japan
Job Summary
Lead a high-performing team of Enterprise Customer Success Managers driving strategic value, adoption, and expansion across Datadog's largest customers in Japan. Define 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. Guide your team in building trusted advisor relationships with senior and executive stakeholders at Fortune 1000 companies and leading Japanese enterprises, aligning Datadog to their business and technology priorities. Oversee the end-to-end customer lifecycle from onboarding through renewal, leveraging data and usage analytics to identify adoption trends and design growth strategies. Collaborate cross-functionally with Sales, Solutions Engineering, and Product to deliver a unified customer experience and influence product roadmap based on regional voice. Serve as an executive-level escalation point for key customers while building operating rhythms that drive accountability and excellence in customer outcomes.
Required Qualifications
- 5–8+ 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
- 5+ years of people management experience leading and coaching high‐performing Enterprise CS or account teams, ideally in a regional or market‐owning capacity
- demonstrated success working with Fortune 1000 companies, global brands, and leading Japanese enterprises, navigating complex stakeholder landscapes, procurement processes, and governance structures
- strong knowledge of the Japanese enterprise technology landscape (cloud, infrastructure, observability, security) and understand local market dynamics, customer expectations, and business culture
- fluent in Japanese and business‐level English, and can communicate, negotiate, and present effectively with senior stakeholders in both languages
- deeply customer‐centric, with a track record of building long‐term partnerships, driving measurable customer outcomes, and influencing customers’ strategic roadmaps
- data‐driven and comfortable using usage metrics, health scores, and commercial signals to prioritize focus, forecast risk, and identify opportunities for growth
- proactive, structured, and comfortable operating in a fast‐growing, global SaaS environment, bringing clarity, process, and leadership to your team and stakeholders
- fluent in Japanese
- business‐level English
Desired Qualifications
- ideally in a regional or market‐owning capacity
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