Overview:
Customer Success within One Identity is dedicated to helping customers unlock value from their identity management solutions. This role in our Customer Success organization will focus on our most strategic customers in Japan. As a Senior Customer Success Manager at One Identity, you'll play a pivotal role in ensuring these customers realize maximum value from their investments through comprehensive adoption and value engagements. The Sr. CSM will manage a portfolio of accounts and lead engagement throughout the customer lifecycle, from deployment and adoption through value realization and renewal, ensuring satisfaction and long-term success. You’ll leverage your expertise to guide customers through their journey, maintain consistent engagement, and ensure they achieve their goals and derive measurable value from One Identity solutions. You’ll also surface Customer Success Qualified Leads (CSQLs), coordinate with the Account Management team for follow-up and seek out expansion opportunities. Our Sr. CSMs own the renewal contracting processes and are expected to stay informed on One Identity’s evolving product portfolio, demonstrating the ability to quickly learn and communicate the value of new offerings.
Above all, this role is accountable for retention, sustaining business growth and profitability by maximizing value, driving usage and adoption, supporting services, and reducing churn.
Responsibilities:
- Owns the customer relationship and actively manage the internal and external stakeholder relationship at all levels (i.e., executive, management, technical leaders), including strategic roadmap discussions
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Develops and nurtures relationships and adjusts value and adoption messaging according to the levels and interests of customer stakeholders
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Develops and maintains strategic Customer Success Plans that align with value milestones and customer-defined business outcomes.
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Partners with the customer to build a joint plan for success, maintaining a detailed understanding of the customer’s business to achieve high levels of customer satisfaction, engagement, and adoption of One Identity solutions.
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Monitors customer KPIs to reinforce the value of the customer solution, identify areas to improve customer experience, and optimize the solution.
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Delivers Quarterly Business Reviews and semi-annual Executive Business Reviews (EBRs) in collaboration with Account Management, using the Success Plan and business case to demonstrate impact, value delivered, and growth opportunities.
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Delivers an outstanding customer experience to support our brand promise of delivering superior outcomes and to support and identify cross-sell and upsell of services and products.
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Actively monitors customer engagement signals and sentiment; logs risks and opportunities in CSM Management software and triggers internal playbooks where applicable.
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Supports collaboration across Sales, Support, Product, and Professional Services to ensure continuity and strategic alignment.
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Acts as an escalation point for high-impact customer issues when necessary, ensuring appropriate teams within One Identity are engaged for quick resolution.
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Works within the wider CSM team to implement scalable programs and process improvements to drive efficiency of internal customer success processes and improve customer experience
Qualifications:
- Minimum of 6 years of experience in customer success, technical account management, sales engineering, or similar role responsible for driving customer success and product/service adoption.
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Ability to translate business requirements into business value, and work with sales and marketing to promote value-driven solutions
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Ability to manage executive relationships and discussions in Japanese and English
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Skilled in bringing in an SAE/AE/ISR to see through upsell opportunities, whilst maintaining executive overlay and ensuring a positive customer experience
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Strong knowledge of Customer Success best practices, with experience in defining processes and providing enablement programs to promote adoption in CS and across the company
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Excellent organizational skills and ability to establish milestones and keep success plans on task.
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Adept at handling internal and external escalations.
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Exceptional ability to communicate and foster positive business relationships, and comfortable facilitating change and being accountable for driving success with customers.
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Experience in leading, adopting, and driving change internally or externally.
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Experience in identifying, translating, and prioritizing customer issues and needs into business or solution requirements.
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Demonstrated success as a trusted advisor to senior executives in large organizations and ability to build success plans.
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An understanding of how organizations measure value realization and drive revenue. Experience in recurring revenue sales models and renewal processes is an advantage.
What Will Make You Stand Out
Experience in transformational Customer Success projects working directly with customers and Channel Partners, VAR’s GOSI’s and MSP’s.- Experience of the Japanese Enterprise market, working directly with the customer and partners in Japan to leverage positive outcomes
- Previous Customer Success experience in a company with enterprise B2B Software.
- Proficiency in customer success tools (e.g., Vitally) and CRM systems (e.g., Salesforce) to manage customer health, success plans, and engagement tracking.
Company Description
One Identity enables organizations of all sizes to better secure, manage, monitor, protect, and analyze information and infrastructure to help fuel innovation and drive their businesses forward. With team members around the globe, we intend to continue to grow revenues and add value to customers.
When you join our team, you will have the opportunity to build and develop products at a scale few others can provide. Our product portfolio serves a large base of customers and we are addressing the strategic imperatives for enterprise businesses. Working with some of the most talented employees the industry has to offer, we provide enhanced career opportunities for team members to learn and grow in a rapidly changing environment.
Why work with us?
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Life at One Identity means collaborating with dedicated professionals with a passion for technology.
- When we see something that could be improved, we get to work inventing the solution.
- Our people demonstrate our winning culture through positive and meaningful relationships.
- We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.
- Our team members’ health and wellness is our priority as well as rewarding them for their hard work.
One Identity is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: One Identity is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at One Identity are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. One Identity will not tolerate discrimination or harassment based on any of these characteristics. One Identity encourages applicants of all ages.
Come join us. For more information, visit us on the web at One Identity Careers | Explore Opportunities with the OI Team
Job seekers should be aware of fraudulent job offers from online scammers and only apply to roles listed on quest.com/careers using our applicant system. Note: We do not use text messaging or third-party messaging apps like Telegram to communicate with applicants, so please exercise caution if you are approached in this way and only interact with people claiming to be Quest employees if they have an email address ending in @quest.com or @oneidentity.com
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