Customer Success Area Lead Director

Salesforce Salesforce · Enterprise · Tokyo, Japan

Salesforce is seeking a Customer Success Area Lead Director in Japan to act as an ambassador for the Customer Success department, collaborating closely with sales executives. The role focuses on minimizing customer churn risk by appropriately allocating various support resources included in the Success Plan to address customer business challenges. This involves partnering with sales and customer success delivery teams to develop data-driven proactive investment strategies and execution plans. The position requires senior-level experience and capabilities to collaborate with Senior Directors and VPs within the company.

What you'd actually do

  1. Promote proactive investment (e.g., recommending investment programs) based on data for customers with churn risk and drive solutions.
  2. Ensure alignment of priorities among Sales, Success Plan Sales, and Customer Success leaders.
  3. Act as a point of contact for sales leaders, regularly reviewing the status of escalated or at-risk accounts with internal success teams.
  4. Strive to eliminate and mitigate churn for customers using Premier Success Plans, regardless of the contract renewal cycle.
  5. Support Customer Success leaders (Operating Unit Leaders) in business reviews conducted by the sales department.

Skills

Required

  • Strategic thinking and business advisory
  • Ability to understand business performance and build unique perspectives (POV) through critical thinking.
  • Ability to mobilize internal resources as a business advisor, rather than technical expertise.
  • Courageous Communicator: Ability to communicate courageously even in difficult situations.
  • Negotiation and trust-building: High-level negotiation skills with stakeholders and the ability to build trust and credibility.
  • Provide insights through data analysis and drive the definition and realization of customer business value.
  • Risk identification and mitigation, strategy alignment, and agile execution capabilities.
  • Extensive knowledge across Multi Clouds, not limited to a single product (Single Cloud).
  • Japanese and English (business level)

Nice to have

  • AI CRM
  • AI agents

What the JD emphasized

  • customer churn risk
  • minimize customer churn risk
  • proactive investment
  • data-driven proactive investment