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Salesforce Customer Success Area Lead Director 
Japan, Tokyo 
717615710

Yesterday

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Job Details


Responsibilities
  • Collaborate with internal Sales, Customer Success account leadership, and Renewal managers to strategically prioritize customer retention and mitigate attrition.
  • Orchestrate alignment between account information and sales leaders to achieve defined success plan portfolio.
  • Consistently review and link investment options to outcomes like improved Customer Success Scores, NPS, and other meaningful metrics, while advocating for Sales engagement on pivotal TMP initiatives.
  • Manage our Investment Program guidelines and ensure account executives provide adequate information, and sales leaders are aligned with investment priorities.
  • Leverage data to ensure priorities are aligned with highest impact investments and communicate impact with stakeholders.
  • Promote CSG resources through multi-channel communication, ensuring leaders and AE’s understand and use the customer success support process.
  • Create standardized business review decks for Sales, covering investment programs, Renewals, Success Plan changes, and product announcements.
  • Coordinate and support business review meetings with OU leads, improving the overall Account Success Quarterly Business Review experience.
  • Provide feedback that improves the sales team's experience when engaging with customer success.
  • Various support and actions for creating red accounts or resolving red accounts that have been created by AEs and others.
Preferred Qualifications and Skills
  • 7+ years in Sales, Customer Success, or related fields, preferably within the SaaS landscape.
  • Proficiency in Salesforce's product suite, with a keen understanding of its capabilities and best application practices.
  • Proven track record to forge and cultivate high-level relationships, serving as a trusted advisor that brings tangible business value to clients.
  • Strong capability to navigate complicated discussions, handle objections, and drive alignment.
  • Expertise in at least one line of business (LoB) or specific industry sector.
  • An academic degree or equivalent experience, with preference for candidates showcasing aligned experiences that cater to the nuances of the role.
  • Japanese language fluency a must
  • Additional languages such as English and Korean preferred.

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