Customer Success, Enterprise

Rozgoo; United States; Remote; USD 76,000 - 101,000; Full time

Job summary

Fivetran is scaling its Japan business and seeks a Customer Success, Enterprise (remote from Japan) to own relationships with a book of existing customers in Japan, drive retention, renewals, and expansion, and advocate for customer success across sales, product, and services.

You will build executive and technical relationships in Japanese and English, run business reviews, translate technical capabilities into measurable business value, and help shape adoption and go-to-market strategy with a

Qualifications

• Experience managing enterprise customer relationships and renewals.

Responsibilities

• Be the primary relationship owner for a book of existing customers in Japan: retention, renewals, upsells and adoption-driven expansion.
• Build trusted executive and technical relationships with customers (in Japanese and English).
• Run regular business reviews and create expansion roadmaps tied to business outcomes.
• Drive customer adoption of connectors and platform features through consultative conversations.
• Manage contracting lifecycle for your book: planning, negotiation and execution with Legal and Sales Ops.
• Provide timely forecasts for renewals, expansions and amendments; keep Salesforce up to date.
• Partner cross-functionally to deliver excellent outcomes and smooth implementation projects.
• Act as escalation owner; resolve problems quickly while protecting the customer relationship.
• Capture and communicate customer feedback to influence product and go-to-market strategy.
• Create customer advocates and referenceable success stories for the Japan market.
• Maintain high CSAT/NPS and healthy customer metrics; ensure renewals and ARR expansion.

Skills

Customer success

Account management

Communication skills

Bilingual Japanese/English

Tools

Salesforce

Catalyst

Slack

Looker

Sigma

Clari

Hex

ChatGPT

Workday

Zendesk

Gong

Outreach

Slab

G Suite

Jira

Job description

From Fivetran’s founding until now, our mission has remained the same: to make access to data as simple and reliable as electricity. With Fivetran, customer data arrives in their warehouses, canonical and ready to query, with no engineering or maintenance required. We’re proud that more organizations continue to leverage our technology every day to become truly data-driven.

About the Role Fivetran is scaling its Japan business. We already have a small Tokyo office, an APJ hub, a tight-knit GTM team in Japan, and 100+ customers there. The Customer Success, Enterprise will be the primary point of contact for over half of those customers and will directly influence customer satisfaction, adoption, and ARR growth. Success is measured by excellent customer outcomes (CSAT / advocacy) and measurable revenue expansion tied to adoption. If you are a thoughtful, customer-obsessed GTM professional with a mix of sales and post-sales experience — and you want to join a values-driven, collaborative company that is demonstrably committed to Japan — this role is for you. This is a full-time position based remotely out of Japan.

Technologies You’ll Use

• Salesforce
• Catalyst
• Slack
• Looker
• Sigma
• Clari
• Hex
• ChatGPT
• Workday
• Zendesk
• Gong
• Outreach
• Slab
• G Suite
• Jira

What you’ll Do

• Be the primary relationship owner for a book of existing customers in Japan: retention, renewals, upsells and adoption-driven expansion.
• Build trusted executive and technical relationships with customers (in Japanese and English).
• Run regular business reviews and create expansion roadmaps tied to business outcomes.
• Drive customer adoption of Fivetran connectors and platform features through consultative, use-case driven conversations — translate technical capability into measurable business value.
• Manage the full contracting lifecycle for your book: planning, strategy, negotiation, amendments and execution (working closely with Legal and Sales Ops).
• Provide timely and accurate forecasts for renewals, expansions and amendments; keep Salesforce and forecasting tools up to date.
• Partner cross-functionally with Customer Success Managers, Sales Engineers, Product, Marketing and Partners/SIs to deliver excellent outcomes and smooth implementation/migration projects.
• Act as the escalation owner when issues arise; resolve problems quickly and transparently while protecting the customer relationship.
• Capture and communicate customer feedback, competitive intelligence and product requests to influence product and go-to-market strategy.
• Create customer advocates and referenceable success stories for the Japan market.
• High customer satisfaction (CSAT / NPS) and strong customer health metrics across your book.
• Consistent, predictable renewals and measurable ARR expansion driven by adoption and consumption.
• Accurate, timely forecasting and clean CRM hygiene.
• Strong, long-term partnerships with customers and local partners/SIs.

As part of our commitment to setting new hires up for success, all new