Senior Customer Success Manager

Senior Customer Success Manager, Intelligence Services

As a Senior Customer Success Manager, you will be joining a fast-paced, high-growth team delivering innovative security solutions that protect our clients. You will be part of an incredible customer success team with a rapidly growing client portfolio, ensuring our users get the most value out of our products and services. Don’t miss your opportunity to become a Futurist!

What You’ll Do

As a Senior Customer Success Manager, you will:

• Be responsible for a portfolio of cross-industry corporate, commercial, and enterprise clients.
• Execute our client engagement strategy to deliver positive outcomes for clients and power account renewals and upsell.
• Identify and assess risk factors to accounts and orchestrate interventions.
• Work closely across the Intelligence Services team and with adjacent teams — Onboarding, Training, Support, Operations — to construct and scale solutions that nurture our relationships with clients.
• Learn our platform, become fluent in cybersecurity topics, and build familiarity with the functional areas (SOC, IR, Vulnerability Management, GRC) where we deliver value.
• Manage the customer journey and maximize our value to our users.
• Regularly capture, analyze, and share the voice of the customer regarding their experience with Recorded Future.

What You’ll Bring

• Ability to work from our Tokyo office
• Native or Fluent Japanese and Conversational English
• Experience designing and executing communications and/or customer success programs
• A background in delivering client-focused outcomes
• Strong presentation and facilitation skills
• Strong program management abilities
• The ability to gather and understand the client’s needs
• A positive, collaborative, and energetic style with a drive to make an impact

Additional Skills (preferred but not required):

• 3 years of SaaS experience, including subject matter expertise in commercial/enterprise customer communications
• Experience with Salesforce.com, Gainsight a plus

What You’ll Bring

• Ability to work from our Tokyo office
• Native or Fluent Japanese and Conversational English
• Experience designing and executing communications and/or customer success programs
• A background in delivering client-focused outcomes
• Strong presentation and facilitation skills
• Strong program management abilities
• The ability to gather and understand the client’s needs
• A positive, collaborative, and energetic style with a drive to make an impact

Additional Skills (preferred but not required):

• 3 years of SaaS experience, including subject matter expertise in commercial/enterprise customer communications
• Experience with Salesforce.com, Gainsight a plus