Why This Job is Featured on The SaaS Jobs
This Senior Manager, Customer Success role stands out as a regional leadership seat inside a global SaaS vendor, with direct responsibility for outcomes across Japan and wider APAC. In SaaS, Customer Success is where product value meets recurring revenue, and this remit spans both local market nuance and multi-country execution. The position’s proximity to senior leadership and its “voice of the customer” mandate signals meaningful influence on how a platform is positioned and improved for the Japanese market.
From a SaaS career perspective, the work concentrates on the levers that compound over time in subscription businesses: adoption, retention, expansion, and health management. Leading a team while owning executive stakeholder relationships builds capability in operationalizing customer lifecycle practices, defining measurable indicators, and translating qualitative feedback into cross-functional action with Product, Engineering, Sales, and Marketing. Experience at this layer tends to transfer well across B2B SaaS categories because the mechanics of renewals and expansion are consistent even when products differ.
This role is best suited to a manager who prefers structured accountability, coaching others, and handling complex escalations without losing sight of metrics. It will fit professionals who enjoy balancing commercial judgment with customer advocacy and who are comfortable operating bilingually across Japanese and English business contexts.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Your role
As the Sr. Manager of Customer Success at Dialpad, you will lead a team of Customer Success Managers supporting our customers across Japan and the rest of APAC. You will be responsible for driving customer outcomes, accelerating product adoption, and building long-term partnerships that fuel retention and expansion.
You will serve as a key voice of the customer within Dialpad, partnering cross-functionally to ensure our solutions meet the evolving needs of the Japanese market. This role requires a strong blend of leadership, commercial acumen, and customer-centric thinking in a high-growth SaaS environment.
This position reports to the SVP of Customer Success and is based in Tokyo, Japan.
What you’ll do
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Build, manage, and mentor a high-performing team of Customer Success Managers across Japan and APAC, providing ongoing coaching, feedback, and development to drive strong customer outcomes and team performance.
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Act as the executive leader responsible for customer satisfaction and retention, building and maintaining strong relationships with key stakeholders across customer organizations.
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Partner with customers to understand their business goals and drive measurable outcomes, identifying and executing on opportunities for expansion and increased adoption.
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Work closely with customers to maximize the value of the Dialpad platform, proactively identifying opportunities to expand use cases and deepen engagement.
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Monitor customer health, identify risks early, and lead resolution of escalations to ensure timely and effective outcomes.
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Collaborate with Sales, Marketing, Product, and Engineering teams to deliver a seamless customer experience and influence product direction based on market feedback.
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Define and track key performance indicators (KPIs) related to retention, growth, and customer health, providing regular insights and reporting to senior leadership.
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Stay informed on industry trends and customer needs within Japan and APAC, providing insights to help shape Dialpad’s strategy and product evolution.
Skills you’ll bring
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8+ years of experience in Customer Success, Account Management, or a related customer-facing role
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Proven track record managing enterprise-level customers and driving retention and growth
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5+ years of people leadership experience, with a strong ability to develop and scale high-performing teams
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Business-level fluency in both Japanese and English (written and verbal)
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Strong communication and stakeholder management skills, with the ability to influence at all levels
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Deep understanding of SaaS business models and customer lifecycle management
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Experience driving product adoption, expansion, and value realization
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Strong problem-solving skills with the ability to manage complex customer situations
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Data-driven mindset, with experience using CRM and customer success tools (e.g., Salesforce, Gainsight, Zendesk)
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Highly organized, with the ability to manage multiple priorities in a fast-paced environment
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Experience in telecommunications or SaaS preferred
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Business-level fluency in Japanese and English.
