Manager, Customer Success

Summary

Join Workato as the Manager, Customer Success in Japan and lead a strategic team of Customer Success Managers. Guide your team to drive customer adoption, retention, and expansion, ensuring customers achieve success with automation and AI. Develop, mentor, and inspire your team to exceed goals. Create scalable processes and build trusted executive relationships with customers. Forecast customer health and proactively address risks. Partner with other teams for a seamless customer experience. Deliver data-driven insights to improve processes and customer satisfaction. Drive team performance through coaching and KPIs.

Requirements

• Bachelor’s degree or equivalent work experience
• 7+ years of Customer Success, Account Management, or Customer Experience in B2B SaaS or iPaaS companies — including 2+ years of leadership
• Proven track record of leading teams to retention and growth targets in a rapidly scaling environment
• Strong familiarity with automation, integration, or enterprise software
• Fluent in Japanese and English
• Strong leadership, coaching, and mentoring abilities
• Excellent interpersonal and communication skills
• Data-driven, strategic thinker with a proactive problem-solving mindset
• Passion for automation and driving business value for customers
• Collaborative team player who thrives in a fast-paced, evolving environment

Responsibilities

• Develop, mentor, and inspire a high-performing Customer Success team to exceed retention, adoption, and satisfaction goals
• Create scalable processes and playbooks for onboarding, value realization, business reviews, and proactive engagement
• Build trusted executive relationships with customers to advocate for their goals and drive measurable business impact
• Forecast customer health and proactively address retention and adoption risks
• Partner closely with Sales, Support, Product, and Marketing to drive a seamless, world-class customer experience
• Deliver data-driven insights to improve processes, product strategy, and customer satisfaction
• Drive team performance through coaching, KPIs, and continuous enablement

Preferred Qualifications

• Experience working with AI-powered automation or integration platforms
• Familiarity with SaaS product-led growth strategies
• Experience working across regional and distributed teams