Customer Success Strategy Senior Manager/Manager

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Job Category
Operations
Job Details
About Salesforce
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.
Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.
The Experience
私たちはSalesforce Strategyを担うStrategy & Programsの一員として、主にCustomer Success Group(CSG)のゴール実現に責任を持つチームです。GlobalおよびSales Strategyとの連携を通じて会社のGo-To-Market(GTM)戦略をCSGの施策に落とし込み、顧客維持・成長の実現に向けてCustomer Success Businessを牽引するリーダー陣の意思決定をデータと戦略的思考で支えます。Sales Strategy、Finance、Operations、Enablementなど多様な部門との連携を主導しながら、戦略をビジネスの現場で実現することに情熱を持つ方を歓迎します。
CSG Business Partnerは、担当チームのリーダー陣に最も近い存在として機能するStrategic Advisorです。データの提供やレポーティングが主な役割ではなく、リーダーと共に戦略を策定し、Customer Success実現に向けたお客様のSalesforce活用促進・製品利用量(Consumption)の拡大・解約リスクの最小化という重要なGoal達成に向けた方向性と優先課題を定めます。CSG Data & Insights Analystチームと緊密に連携し、何のためのデータか・どんなInsightが必要かをビジネスの観点から定義した上で、すべての戦略的議論にデータを組み込み、より確かな意思決定を実現します。
CSGにおいて、既存のお客様がSalesforceの各製品を最大限に活用し、継続的なビジネス価値を実現できるよう支援することをミッションとするチームです。お客様のオンボーディング支援から継続的な活用支援・リスク対応まで、製品ライフサイクル全体を通じてプロアクティブに関与します。CS Operationsは、CSG全体のデリバリー活動を支えるオペレーション組織です。Product Successなど顧客対応の最前線に立つチームが最大限のパフォーマンスを発揮できるよう、オペレーション設計・プロセス改善・Operation上のデータ分析・戦略的投資プログラムの運営など、ビジネスを支える多様な機能を担います。
What You'll Actually Be Doing
Strategic Advisory: 担当チームのリーダーとStrategyおよび目標設定を共にリードする。Salesforce活用促進・製品利用量(Consumption)の拡大・解約リスクの最小化という重要なGoal達成に向けた方向性を定め、何のためのデータか・どんなInsightが必要かをビジネスの観点から定義した上で、現場の実態とデータに基づいた提言を行い、リーダーを意思決定・実行へと導く
Decision Support: CSG Data & Insights Analystチームと連携し、担当チームのリーダー陣のより確かな意思決定を支えるInsightを提供する。リーダーとの日常的な会話から生まれた検討事項をデータ分析につなげ、意思決定の場でInsightを活かす
Performance & Improvement: KPIの定義・優先順位付け基準の設定・フィードバックループの確立を通じて、成果の測定と継続的改善を推進する。Salesforce活用促進・製品利用量(Consumption)の拡大・解約リスクの最小化に向けた進捗をリーダーと共に管理し、必要に応じて方針修正をリードする
Business Management: 担当チームの優先課題と予算を管理し、戦略実行に必要なリソースと体制を整える。Global CSG Strategyの動向をタイムリーに把握し、日本側への影響をリーダー陣と議論する
You're Our Person If...
Customer Success現場業務(Customer Success Manger / Engagementによる支援 / Technical Support等)に対する深い実務理解
SaaSビジネスのFinancial KPI(Attrition・Net Revenue Retention・Usage/Consumption・Renewal等)に関する深い理解
5年以上のCustomer Success・SaaS営業・営業企画・経営企画・コンサルティング等の関連業務における実績
VPレベル以上のシニアリーダーに対してTrusted Advisorとして機能した実績
Data Analyst・Finance・Operationsなど複数の部門と連携して成果を出したクロスファンクショナルな協働経験
戦略立案から実行・効果測定までを一貫してリードした経験
複雑な課題を構造化し、データと論理に基づいた提言をエグゼクティブに対して行えるコミュニケーション能力
流暢な日本語およびビジネスレベルの英語力
Even Better If...
コンサルティングファームでの戦略立案・業務改革の経験、またはSaaS企業でのOperations業務の経験
SaaS企業においてGlobal組織・GTM・Sales Strategy等の複数の機能と横断的に連携した経験
BIツール(Tableau等)を活用したデータ活用・レポーティングの基礎的な経験
社内CRMおよび関連データソースの実務利用経験
SQLやデータ分析ツールの基礎的な経験(Data Analystとの連携をより深めるため)
The Experience
As part of Strategy & Programs, which leads Salesforce Strategy, our team is primarily responsible for delivering on the goals of the Customer Success Group (CSG). We translate the company's Go-To-Market (GTM) strategy into CSG initiatives in partnership with Global and Sales Strategy, and support the decision-making of the leaders driving the Customer Success Business with data and strategic thinking to achieve customer retention and growth. We welcome those who are passionate about leading cross-functional collaboration with diverse teams such as Sales Strategy, Finance, Operations, and Enablement, and bringing strategy to life in the business.
A CSG Business Partner functions as a Strategic Advisor closest to the leaders of their assigned team. Rather than primarily providing data or reporting, this role works with leaders to shape strategy and defines direction and priorities toward achieving critical goals: driving Salesforce product adoption, expanding product consumption, and minimizing churn risk. By partnering closely with the CSG Data & Insights Analyst team to define, from a business perspective, what the data is for and what insights are needed, this role embeds data into every strategic discussion to enable more confident decision-making.
Within CSG, this team's mission is to help existing customers maximize the use of Salesforce products and realize ongoing business value, proactively engaging throughout the product lifecycle — from onboarding support to continuous adoption support and risk management. CS Operations is the operations organization supporting delivery activities across CSG, covering functions such as operations design, process improvement, operational data analysis, and strategic investment program management to help frontline customer-facing teams like Product Success perform at their best.
What You'll Actually Be Doing
Strategic Advisory: Co-lead strategy and goal-setting with the leaders of your assigned team. Define direction toward achieving critical goals — driving Salesforce product adoption, expanding product consumption, and minimizing churn risk — define from a business perspective what data and insights are needed, and guide leaders toward decisions and execution based on field realities and data
Decision Support: Partner with the CSG Data & Insights Analyst team to provide insights that support more confident decision-making for the leaders of your assigned team, turning topics from day-to-day conversations with leaders into data analysis and bringing insights to decision-making moments
Performance & Improvement: Drive measurement of outcomes and continuous improvement by defining KPIs, setting prioritization criteria, and establishing feedback loops. Manage progress together with leaders toward driving Salesforce product adoption, expanding product consumption, and minimizing churn risk, leading course corrections as needed
Business Management: Manage your assigned team's priorities and budget, and arrange the resources and structure needed to execute strategy. Stay current on Global CSG Strategy developments and discuss their impact on Japan with leaders
You're Our Person If...
Deep practical understanding of frontline Customer Success work (Customer Success Manager / Engagement support / Technical Support, etc.)
Deep understanding of SaaS business financial KPIs (Attrition, Net Revenue Retention, Usage/Consumption, Renewal, etc.)
5+ years of experience in Customer Success, SaaS sales, sales strategy, corporate planning, consulting, or related fields
Track record of functioning as a Trusted Advisor to senior leaders at VP level or above
Cross-functional collaboration experience delivering results in partnership with multiple departments such as Data Analyst, Finance, and Operations
Experience leading end-to-end from strategy development through execution and impact m