Senior Manager, Enterprise Customer Success

About the role

We are looking for a Senior Manager of Enterprise Customer Success to manage, recruit, onboard and train a team of Enterprise Customer Success Managers. Your team is responsible for proactively driving adoption across our existing customer base through on-boarding and customer education. The team advocates for the customer internally and focuses on a positive customer experience. This is an opportunity to join a company that's a leader in the space, and contribute impactful work. You will define and execute a repeatable customer success motion tailored to the Japanese enterprise market. You will guide your team in building trusted advisor relationships with senior and executive stakeholders at Fortune 1000 companies and leading Japanese enterprises. You will leverage data and usage analytics to identify adoption trends and proactively design mitigation and growth strategies. You will partner cross-functionally with Sales, Solutions Engineering, Support, Enablement, Product and Finance to deliver a unified, high-quality customer experience. You will serve as an executive-level escalation point for key customers, ensuring issues are triaged, resolved, and communicated effectively.

Key facts

What you'll do

Lead, grow, and develop a team of Enterprise Customer Success Managers supporting Datadog's strategic and global accounts in Japan, including recruiting, onboarding, performance management, and ongoing coaching.

Define and operationalize a repeatable customer success motion tailored to the Japanese enterprise market, ensuring proactive adoption, value realization, and renewal across complex, multi-product deployments.

Guide your team in building trusted advisor relationships with senior and executive stakeholders (CIO, CTO, Heads of Infrastructure/DevOps, Security leaders) at Fortune 1000 companies and leading Japanese enterprises, aligning Datadog to their business and technology priorities.

Oversee the end-to-end customer lifecycle for your portfolio: from onboarding and implementation, through ongoing success planning and QBRs, to renewal and expansion across product lines and regions.

Leverage data and usage analytics to identify adoption trends, uncover renewal and churn risks, and proactively design mitigation and growth strategies, including contract optimization and multi-year commitments.

Collaborate cross-functionally with Sales, Solutions Engineering, Support, Enablement, Product and Finance to deliver a unified, high-quality customer experience and drive joint account strategies in Japan.

Serve as an executive-level escalation point for key customers, ensuring issues are triaged, resolved, and communicated effectively, while strengthening long-term customer trust and satisfaction.

Partner with regional leadership to bring the voice of the Japanese customer back into Datadog, influencing product roadmap, localization needs, and go-to-market strategy for Japan and the broader APJ region.

Build and refine operating rhythms (forecast reviews, pipeline/adoption reviews, QBRs, executive briefings) that drive accountability, predictability, and excellence in customer outcomes.

Champion customer centricity, continuous improvement, and a culture of high performance within the Japan CS team, fostering collaboration, inclusivity, and professional growth.

Requirements

You have 5-8+ years of experience in Customer Success, Technical Account Management, or Account Management roles in the B2B SaaS / subscription software space, working with complex enterprise customers.

You bring 5+ years of people management experience leading and coaching high-performing Enterprise CS or account teams, ideally in a regional or market-owning capacity.

You have demonstrated success working with Fortune 1000 companies, global brands, and leading Japanese enterprises, navigating complex stakeholder landscapes, procurement processes, and governance structures.

You possess strong knowledge of the Japanese enterprise technology landscape (cloud, infrastructure, observability, security) and understand local market dynamics, customer expectations, and business culture.

You are fluent in Japanese and business-level English, and can communicate, negotiate, and present effectively with senior stakeholders in both languages.

You are deeply customer-obsessed and passionate about enabling customers to derive measurable business value from Datadog.

You are highly comfortable operating in a fast-paced, matrixed environment, balancing multiple priorities and managing ambiguity with resilience.

You demonstrate strong judgment, integrity, and the ability to build trust and influence at senior executive levels.