Head of Enterprise Customer Success

The Company is seeking a Head of Enterprise Customer Success to lead and strengthen its enterprise customer success organization. Responsibilities include redesigning and standardizing customer success processes, identifying customer challenges, developing account strategies, and building relationships with customer executives. The role will guide team members, coordinate with related functions, and share customer feedback with product teams. It will also drive renewals, upselling, cross-selling, retention, and recurring revenue growth, while managing the organization’s performance indicators. Candidates should have experience managing large enterprise accounts, identifying and solving customer challenges, providing high-touch support, building executive relationships, and coordinating across teams. A track record of growing recurring revenue and retention, along with experience developing team members, is required. A bachelor’s degree and fluent Japanese are also required. Preferred qualifications include enterprise customer success or account management leadership, process standardization, SaaS experience, and experience designing customer success strategies, developing future leaders, or managing customer data with privacy and AI governance considerations.