Senior Customer Success Manager / シニア・カスタマーサクセスマネージャー

Contentsquare is the all-in-one experience intelligence platform designed to be easily used by anyone who cares about digital journeys. With our flexible and scalable platform, organizations quickly get a deep understanding of their customers’ whole online journey.

We are a global leader in the experience analytics space, with a growing presence across 15 offices worldwide. We’re here to stay—and we’re looking for team members who are excited to drive impact and help us scale even further.

Our aim is to create an inclusive workplace where everyone learns and succeeds. Contentsquare has built a community of individuals who are daring, understanding, and deliberate. We invite you to join us in making the complex simpler—for our customers, their customers, and each other.

Important note: Be careful of scammers pretending to be from Contentsquare. We will never ask for money or contact you through random texts. Any communication from our in house Talent Acquisition team will only ever come from our contentsquare.com or @contentsquare-ext.com domain. For more information, visit our careers blog.

日本法人について / Contentsquare in Japan

2022年4月に日本法人を設立して以来、さまざまな業界のエンタープライズ企業から信頼されるパートナーへと成長してきました。現在は、カントリーマネージャーの堀井憲一郎が日本事業を率いています。約18名のメンバーが、営業（AE・SDR）、プリセールス、カスタマーサクセス、マーケティング、パートナーセールスの各チームで、お客様のデジタルトランスフォーメーションを支援しています。ソニー、三井住友カード、カシオ、ベルーナ、ソフトバンクをはじめ、国内60社以上のエンタープライズ企業にご利用いただいています。

Since opening our Japan entity in April 2022, we have grown into a trusted partner for enterprise companies across many industries. The Japan business is led by Country Manager Kenichiro Horii. Our team of around 18 people covers sales (AE and SDR), presales, customer success, marketing and partner sales, helping customers with their digital transformation. We work with more than 60 enterprise customers in Japan, including Sony, SMBC Card, Casio, Belluna and SoftBank.

ポジション概要 / About the job

東京オフィスを拠点に、APJカスタマーサクセス責任者（Head of Customer Success, APJ）の直属として、日本のエンタープライズ顧客を担当していただきます。導入から活用定着、契約更新・拡大まで、お客様に一貫して伴走するポジションです。お客様および日本チームとのコミュニケーションは日本語、上長およびAPJ・グローバルチームとは主に英語です。

Based in our Tokyo office and reporting to the Head of Customer Success, APJ, you will own a portfolio of enterprise customers in Japan. You will guide them all the way from onboarding through adoption, renewal and expansion. Customer work and the Japan team operate in Japanese. Your manager and the APJ and global teams work mainly in English.

主な業務内容 / What you’ll do:

• 担当エンタープライズ顧客のポートフォリオ管理

• 契約更新の推進（更新目標あり）、アップセル・クロスセル機会の創出

• 顧客ヘルスの管理と、解約リスクの早期発見・対応

• 経営層・決裁者とのリレーション構築、定期的なビジネスレビュー（QBR）の実施

• 新規顧客の導入支援、技術アドバイザーとしての実装サポート

• 主要ユーザー向けトレーニングの設計・実施、製品認定資格の取得と自走化の支援

• お客様の投資対効果（ROI）最大化に向けた、データ活用方法の提案

• 業種やペルソナに合わせたワークショップの企画・実施

• お客様の声を社内のプロダクトチームへ共有し、製品改善に貢献

• チームメンバーへのナレッジ共有・育成支援

• Own a portfolio of enterprise accounts

• Own a renewal target and identify upsell and cross-sell opportunities

• Track customer health and act early on churn risk

• Build relationships with executives and decision-makers, and run regular business reviews (QBRs)

• Lead onboarding for new customers and act as their technical advisor during implementation

• Design and run training for key users, and support them through product certification until they are self-sufficient

• Advise customers on how to use Contentsquare data to maximise their ROI

• Plan and run workshops tailored to each customer’s industry and personas

• Share customer feedback with our product teams to help improve the product

• Share knowledge with and help develop other team members

必須要件 / Who you are:

• IT・SaaS業界でのご経験（5年以上）、うちカスタマーサクセスまたは顧客対応のご経験（3年以上）

• エンタープライズ企業の顧客を担当し、契約更新・拡大を推進したご経験

• 経営層を含む複数の関係者と、円滑にコミュニケーションが取れる方

• 日本語：ネイティブレベル

• 英語：ビジネスレベル（上長およびAPJ・グローバルチームとの会議、Slack、資料は英語）

• 5+ years in IT or SaaS, including 3+ years in customer success or another customer-facing role

• Experience managing enterprise customers and driving renewals and expansion

• Confident working with multiple stakeholders, including senior executives

• Native-level Japanese

• Business-level English (meetings with your manager and the APJ and global teams, Slack and documents are in English)

歓迎要件 / A huge plus:

• Webアナリティクスやサイト最適化に関する知見（GA4、Adobe Analyticsなど）

• Salesforce、GainsightなどCSツールの使用経験

• 外資系企業での勤務経験

• メンバーの育成・メンタリングのご経験

• Knowledge of web analytics and site optimisation (GA4, Adobe Analytics or similar)

• Experience with CS tools such as Salesforce or Gainsight

• Experience at a foreign-owned company

• Experience mentoring or developing team members

募集要項 / The details:

• 給与：基本給 年収1,100万円〜1,500万円（経験・能力を考慮の上決定）、変動給（基本給の25%）、理論年収1,375万円〜1,875万円、ストックオプション付与

• 勤務地：東京オフィス（ハイブリッド勤務・週3日出社）

• 勤務時間：9:00〜18:00（休憩1時間）

• 休日休暇：完全週休2日制（土日祝）、年末年始休暇、有給休暇（年20日）

• 試用期間：6ヶ月

• 福利厚生：各種社会保険完備、交通費支給、ストックオプション、産前産後休暇・育児休業（入社直後から取得可能）、ウェルビーイング手当・在宅勤務手当

• Salary: base salary ¥11M to ¥15M per year depending on experience, plus variable pay of 25% of base (on-target earnings ¥13.75M to ¥18.75M) and stock options

• Location: Tokyo office (hybrid, 3 days a week in the office)

• Hours: 9am to 6pm, including a 1-hour lunch break

• Holidays: weekends and Japanese public holidays off, New Year holidays, plus 20 days' paid leave

• Probation: 6 months

• Benefits: full social insurance, commuting allowance, stock options, parental leave from day one, wellbeing and home office allowances

選考プロセス / Interview process:

1. 書類選考（日本語の職務経歴書で応募いただけます）

2. リクルーター面談（英語。難しい場合はご相談ください）

3. カスタマーサクセスチームのメンバーとの面接（日本語）

4. カントリーマネージャーとの面接（日本語）

5. APJカスタマーサクセス責任者との面談（英語・一部日本語、カジュアルな形式）

6. ケーススタディ（日本語）

7. VPとの最終面談（カジュアルな形式。実施しない場合もあります）

8. CV review (a Japanese CV or 職務経歴書 is fine)

9. Call with the recruiter (English; let us know if this is difficult)

10. Interview with a member of our Japan team (Japanese)

11. Interview with the Country Manager (Japanese)

12. Conversation with the Head of Customer Success, APJ (English with some Japanese, informal)

13. Case study (Japanese)

14. Final conversation with our SVP APJ (informal, may not be needed)

Why you should join Contentsquare

We invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits. We are always assessing the perks we offer to ensure we’re aligned with the employees' needs.

Here are a few we want to highlight:

• 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)

• Lifestyle allowance

• 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

Contentsquare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

*Your personal data is used by Contentsquare for recruitment purposes only. Read our Job Candidate Privacy Notice to find out more about data protection at Contentsquare and your rights. You can exercise your rights by using our dedicated Data Subject Rights Portal here.

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Contentsquare may use AI-assisted tools to help review and screen applications. All decisions involving hiring are made by human reviewers, and your personal data will be processed in accordance with our Candidate Privacy Policy.