Senior Enterprise Customer Success Manager

Summary

Join Contentsquare's growing Japan team as a Solutions Expert, reporting to the Regional VP of Customer Success. As a key member of the Customer Success team, you will collaborate closely with Customer Success Managers. You will guide new clients on optimal platform utilization and implementation, providing training and building deeper product understanding. You will also identify key product users, create customized training programs, and help them achieve product certification. The ideal candidate is a strong problem-solver, adept at data storytelling, and thrives in a startup environment. Contentsquare offers competitive benefits, including work flexibility, generous paid time off, parental leave, wellbeing allowances, stock options, and employee resource groups.

Requirements

• Fluent Japanese and basic English (reading and writing)
• 6+ years of experience in the Tech industry. 2+ years of experience supporting clients using analytical tools in technology/consulting/SaaS/digital fields
• Strong communication skills and a customer-first attitude
• Ability to own projects from A to Z and manage multiple projects concurrently
• Embraces an "educator" approach, providing guidance to counterparts
• Ability to adapt to different client situations and provide optimal solutions
• Logical and analytical thinking, strong passion for problem-solving
• Strong interest in internet, software, and technology, particularly a good understanding of web analytics and website optimization
• Solid knowledge of the digital analytics market

Responsibilities

• Support new customer onboarding and act as a technical advisor to ensure smooth implementation of Contentsquare products
• Proactively manage expectations of internal and external stakeholders throughout the customer onboarding and product rollout phases
• Consultatively drive customer feature adoption and user engagement, and promote awareness of new products
• Identify key product users, build customized training programs, drive solution adoption, and support users in achieving product certification and self-sufficiency
• Participate in client meetings to understand their business challenges and ensure Contentsquare effectively contributes to their key objectives and digital metric achievement
• Advise clients on extracting value from Contentsquare data to maximize their return on investment
• Develop customized workshops tailored to personas and industries, showcasing innovative approaches, tools, and methodologies to deliver new value
• Act as a client advocate, sharing client needs with internal product teams

Benefits

• Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year
• Work flexibility: hybrid and remote work policies
• Generous paid time-off policy (every location is different)
• Immediate eligibility for birthing and non-birthing parental leave
• Wellbeing and Home Office allowances
• A Culture Crew in every country we’re based in to coordinate regular activities for employees to get to know each other and bond outside of work
• Every full-time employee receives stock options, allowing them to share in the company’s success
• We have multiple Employee Resource Groups, that offer a safe space for individuals who share common identities, life experiences, or allyship to connect, support one another, and passionately advocate for the issues close to their hearts
• And more benefits tailored to each country