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Datadog is seeking a Senior Manager of Enterprise Customer Success to lead a high-performing team of Enterprise Customer Success Managers in Japan. You will drive strategic value, adoption, and expansion across Datadog's largest customers in the region, combining strong people leadership with deep enterprise customer success expertise and market knowledge.
Key responsibilities include:
- Lead, recruit, onboard, and develop a team of Enterprise Customer Success Managers supporting Datadog's strategic and global accounts in Japan, with full accountability for performance management and 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.
- Build trusted advisor relationships with C-level stakeholders (CIO, CTO, Infrastructure/DevOps heads, Security leaders) at Fortune 1000 and leading Japanese enterprises, aligning Datadog to their business priorities.
- Oversee the end-to-end customer lifecycle: onboarding, implementation, success planning, QBRs, renewal, and expansion across product lines.
- Leverage data and usage analytics to identify adoption trends, uncover renewal and churn risks, and design proactive mitigation and growth strategies.
- Collaborate cross-functionally with Sales, Solutions Engineering, Support, Enablement, Product, and Finance to deliver unified customer experience and joint account strategies.
- Serve as executive-level escalation point for key customers, ensuring effective issue resolution and communication.
- Partner with regional leadership to bring customer voice into Datadog, influencing product roadmap, localization, and go-to-market strategy for Japan and APJ.
- Build operating rhythms (forecast reviews, adoption reviews, QBRs, executive briefings) that drive accountability and excellence in customer outcomes.
- Champion customer centricity, continuous improvement, and high-performance culture within the Japan CS team.
You bring 5–8+ years of Customer Success, Technical Account Management, or Account Management experience in B2B SaaS with complex enterprise customers, plus 5+ years leading and coaching high-performing enterprise CS or account teams. You have demonstrated success with Fortune 1000 companies and leading Japanese enterprises, strong knowledge of the Japanese enterprise technology landscape, and fluency in Japanese and business-level English. You are customer-centric, data-driven, and thrive in cross-functional environments.
