Senior Manager, Enterprise Customer Success

We’re looking for a Senior Manager of Enterprise Customer Success to manage, recruit, onboard and train a team of Enterprise Customer Success Managers. Your team is responsible for proactively driving adoption across our existing customer base through on-boarding and customer education. The team advocates for the customer internally and focuses on a positive customer experience. This is an opportunity to join a company that’s a leader in the space, and contribute impactful work.

Check out some of our customer stories here.

What You’ll Do:

As a Senior Manager, Enterprise Customer Success (Japan), you will lead a high‑performing team of Enterprise Customer Success Managers responsible for driving strategic value, adoption, and expansion across Datadog’s largest customers in Japan. You will combine strong people leadership, deep enterprise customer success expertise, and nuanced understanding of the Japanese market to build long‑term partnerships with C‑level stakeholders and accelerate Datadog’s growth in the region.

• Lead, grow, and develop a team of Enterprise Customer Success Managers supporting Datadog’s strategic and global accounts in Japan, including recruiting, onboarding, performance management, and ongoing 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.
• Guide your team in building trusted advisor relationships with senior and executive stakeholders (CIO, CTO, Heads of Infrastructure/DevOps, Security leaders) at Fortune 1000 companies and leading Japanese enterprises, aligning Datadog to their business and technology priorities.
• Oversee the end‑to‑end customer lifecycle for your portfolio: from onboarding and implementation, through ongoing success planning and QBRs, to renewal and expansion across product lines and regions.
• Leverage data and usage analytics to identify adoption trends, uncover renewal and churn risks, and proactively design mitigation and growth strategies, including contract optimization and multi‑year commitments.
• Collaborate cross‑functionally with Sales, Solutions Engineering, Support, Enablement, Product and Finance to deliver a unified, high‑quality customer experience and drive joint account strategies in Japan.
• Serve as an executive‑level escalation point for key customers, ensuring issues are triaged, resolved, and communicated effectively, while strengthening long‑term customer trust and satisfaction.
• Partner with regional leadership to bring the voice of the Japanese customer back into Datadog, influencing product roadmap, localization needs, and go‑to‑market strategy for Japan and the broader APJ region.
• Build and refine operating rhythms (forecast reviews, pipeline/adoption reviews, QBRs, executive briefings) that drive accountability, predictability, and excellence in customer outcomes.
• Champion customer centricity, continuous improvement, and a culture of high performance within the Japan CS team, fostering collaboration, inclusivity, and professional growth.

Who You Are:

• You have 5–8+ years of experience in Customer Success, Technical Account Management, or Account Management roles in the B2B SaaS / subscription software space, working with complex enterprise customers.
• You bring 5+ years of people management experience leading and coaching high‑performing Enterprise CS or account teams, ideally in a regional or market‑owning capacity.
• You have demonstrated success working with Fortune 1000 companies, global brands, and leading Japanese enterprises, navigating complex stakeholder landscapes, procurement processes, and governance structures.
• You possess strong knowledge of the Japanese enterprise technology landscape (cloud, infrastructure, observability, security) and understand local market dynamics, customer expectations, and business culture.
• You are fluent in Japanese and business‑level English, and can communicate, negotiate, and present effectively with senior stakeholders in both languages.
• You are deeply customer‑centric, with a track record of building long‑term partnerships, driving measurable customer outcomes, and influencing customers’ strategic roadmaps.
• You are data‑driven and comfortable using usage metrics, health scores, and commercial signals to prioritize focus, forecast risk, and identify opportunities for growth.
• You thrive in cross‑functional environments, collaborating closely with Sales and Product while balancing customer advocacy with Datadog’s business objectives.
• You are proactive, structured, and comfortable operating in a fast‑growing, global SaaS environment, bringing clarity, process, and leadership to your team and stakeholders.

Benefits and Growth:

• High income earning opportunities based on self performance
• New hire stock equity (RSU) and employee stock purchase plan (ESPP)
• Continuous professional development, product training, and career pathing
• Sales training in MEDDIC and Command of the Message
• Intra-departmental mentor and buddy program for in-house networking
• An inclusive company culture, opportunity to join our Community Guilds
• Generous global benefits

#LI-Hybrid