Senior Manager, Enterprise Customer Success

The shape of it

In the posting’s own words

We’re looking for a Senior Manager of Enterprise Customer Success to manage, recruit, onboard and train a team of Enterprise Customer Success Managers. Your team is responsible for proactively driving adoption across our existing customer base through on-boarding and customer education. The team advocates for the customer internally and focuses on a positive customer experience. This is an opportunity to join a company that’s a leader in the space, and contribute impactful work.

What it asks for · 9

• You have 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.
• You bring 5+ years of people management experience leading and coaching high‑performing Enterprise CS or account teams, ideally in a regional or market‑owning capacity.
• You have demonstrated success working with Fortune 1000 companies, global brands, and leading Japanese enterprises, navigating complex stakeholder landscapes, procurement processes, and governance structures.
• You possess strong knowledge of the Japanese enterprise technology landscape (cloud, infrastructure, observability, security) and understand local market dynamics, customer expectations, and business culture.
• You are fluent in Japanese and business‑level English, and can communicate, negotiate, and present effectively with senior stakeholders in both languages.
• You are deeply customer‑centric , with a track record of building long‑term partnerships, driving measurable customer outcomes, and influencing customers’ strategic roadmaps.
• You are data‑driven and comfortable using usage metrics, health scores, and commercial signals to prioritize focus, forecast risk, and identify opportunities for growth.
• You thrive in cross‑functional environments, collaborating closely with Sales and Product while balancing customer advocacy with Datadog’s business objectives.
• You are proactive, structured, and comfortable operating in a fast‑growing, global SaaS environment, bringing clarity, process, and leadership to your team and stakeholders.

What the job covers

• Lead, grow, and develop a team of Enterprise Customer Success Managers supporting Datadog’s strategic and global accounts in Japan, including recruiting, onboarding, performance management, and ongoing coaching.
• 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 (CIO, CTO, Heads of Infrastructure/DevOps, Security leaders) at Fortune 1000 companies and leading Japanese enterprises, aligning Datadog to their business and technology priorities.
• Oversee the end‑to‑end customer lifecycle for your portfolio: from onboarding and implementation, through ongoing success planning and QBRs, to renewal and expansion across product lines and regions.
• Leverage data and usage analytics to identify adoption trends, uncover renewal and churn risks, and proactively design mitigation and growth strategies, including contract optimization and multi‑year commitments.
• Collaborate cross‑functionally with Sales, Solutions Engineering, Support, Enablement, Product and Finance to deliver a unified, high‑quality customer experience and drive joint account strategies in Japan.
• Serve as an executive‑level escalation point for key customers, ensuring issues are triaged, resolved, and communicated effectively, while strengthening long‑term customer trust and satisfaction.
• Partner with regional leadership to bring the voice of the Japanese customer back into Datadog, influencing product roadmap, localization needs, and go‑to‑market strategy for Japan and the broader APJ region.
• Build and refine operating rhythms (forecast reviews, pipeline/adoption reviews, QBRs, executive briefings) that drive accountability, predictability, and excellence in customer outcomes.
• Champion customer centricity, continuous improvement, and a culture of high performance within the Japan CS team, fostering collaboration, inclusivity, and professional growth.

Tools and skills named

Words the posting leans on

• customer27×
• enterprise12×
• customer success8×
• japanese7×
• enterprise customer6×
• japan6×
• account5×
• market5×
• product5×
• stakeholders5×
• adoption4×
• business4×
• experience4×
• growth4×
• management4×
• senior4×

Counted from the posting after the mission statement and the legal notices are set aside. The ones near the top are the ones a screener is looking for.

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