Senior Manager, Customer Success

We are looking for forward-thinking people

who put customer experience at the forefront of every decision. Individuals who thrive on challenges and are ready to grasp the opportunity of a lifetime. Because we fundamentally believe every colleague brings outstanding value to our whole. We are a workplace where each person feels seen, heard, and valued, and can contribute their unique talent to our collective effort. We believe that for ourselves and for our customers.

As a Manager, Customer Success based in Japan, you will lead the high-performing customer success team, fostering a culture of customer-centricity and continuous improvement. Your team is primarily responsible for the user adoption and ongoing health of our customers and their Anaplan solutions to ensure its assured Value, closely leading the results of Renewal / Pipeline generation / Expansion.

What you'll be doing :

• Lead a team of 5-10 and ensure solution adoption and Value based customer satisfaction
• Communicate and promote the company's direction and initiatives to the field in a dynamically changing environment
• Provide prompt and accurate feedback to the top management on what is actually happening in the field and what is happening with customers
• Set clear performance expectations, provide coaching and development opportunities, and monitor team progress towards goals
• Collaborate with other stakeholders such as product, sales and marketing, to ensure seamless integration of customer success initiatives
• Design and implement scalable Customer Success programs across Japan's customer base, including onboarding, feedback loops (QSR), and delivery monitoring
• Drive operational excellence by formalizing best practices and enabling their adoption across existing customer base
• Define and monitor program KPIs to evaluate coverage, enablement impact, and customer autonomy
• Ensure alignment with global strategy, enabling reusability and localization of successful assets

Your qualifications :

Preferred skills :

Our Commitment to Diversity, Equity, Inclusion and Belonging

Build your career in a place that thrives on diversity, equity, inclusion, and belonging. We believe in a hiring and working environment where all people are respected and valued, regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes people unique. We hire you for who you are, and we want you to bring your authentic self to work every day!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment. Please contact us to request accommodation.

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