Customer Success, Enterprise

Remote from: APAC, Japan
Annual salary: Undisclosed
Salary information is not provided for this position. Check our Salary Directory to estimate the average compensation for similar roles.
Department: Customer Success
Employment type: Full Time,
Job posted: 7 May 2026
Apply before: 7 Jun 2026
Views / Applies: 614 / 69

About company

About Fivetran

The leader in automated data movement.

Computer Software
2012

Actively Hiring

AI Summary

Fivetran is seeking a Customer Success, Enterprise professional based in Japan to manage a portfolio of existing customers, focusing on retention, renewals, upsells, and adoption-driven expansion. The role requires native Japanese and strong English skills, with 3+ years of SaaS account management or customer success experience. The ideal candidate will build trusted relationships, drive product adoption, and manage the full contracting lifecycle. Success is measured by customer satisfaction, revenue growth, and accurate forecasting. This is a remote, full-time position within Japan.

Job Complexity

Easy Hard

AI Insight The role requires a blend of sales and post-sales skills, native Japanese and professional English, and the ability to manage complex multi-stakeholder relationships. The seniority level (4-7 years experience) and the need for both strategic and operational capabilities make this a challenging position.

Salary Analysis

AI Insight The salary for this role is not specified, but for a senior Customer Success Manager in the US market, the typical range is $80,000 to $180,000, with a median around $120,000. Since the role is based in Japan, local market rates may differ, but the global nature of the company suggests competitive compensation.

Key Skills

Customer Success Enterprise Account Management SaaS Renewals Upsells Contract Negotiation Salesforce Cross-functional Collaboration Japanese Business Communication Data Analytics

Cover Letter Sample

Dear Hiring Manager,

I am writing to express my interest in the Customer Success, Enterprise position at Fivetran. With over 5 years of experience in SaaS account management and customer success, I have a proven track record of driving retention, renewals, and expansion within enterprise accounts. My fluency in both Japanese and English, combined with my deep understanding of the Japan market, aligns perfectly with the requirements of this role.

I have successfully managed multi-stakeholder relationships, conducted regular business reviews, and identified opportunities for adoption-driven growth. My ability to translate technical capabilities into business value has consistently resulted in high customer satisfaction and revenue expansion. I am also skilled in forecasting and contract negotiation, ensuring accurate pipeline management and smooth renewals.

I am excited about the opportunity to contribute to Fivetran's growth in Japan and would welcome the chance to discuss how my background and skills can support your team. Thank you for your consideration.

Sincerely, [Your Name]

Possible Interview Questions

Can you describe a time when you successfully managed a complex renewal with a large enterprise customer? What strategies did you use?

In my previous role, I managed a renewal for a major financial services client where the contract value was over $500K. I started the process six months in advance, conducting regular check-ins to understand their evolving needs. I collaborated with the product team to demonstrate new features that addressed their pain points, and I worked with legal to negotiate terms that were mutually beneficial. The renewal was signed two months before expiry, and we also secured a 20% expansion.

How do you prioritize your book of business when you have multiple customers with competing demands?

I use a combination of data and relationship insights. I segment customers based on their health scores, contract value, and renewal dates. High-risk or high-value accounts get immediate attention. I also set up quarterly business reviews for top accounts and use automation for lower-touch accounts. Tools like Salesforce help me track activities and ensure no customer is neglected.

Describe your experience working with cross-functional teams to drive customer adoption. Can you give a specific example?

At my last company, I noticed a customer was only using 30% of our platform features. I partnered with a Sales Engineer to create a tailored adoption plan, including training sessions and use case workshops. We also worked with Marketing to provide case studies relevant to their industry. Over six months, their usage increased to 70%, leading to a 15% expansion in ARR.

How do you handle a situation where a customer is unhappy with the product or service?

First, I listen actively to understand their concerns without being defensive. I then take ownership of the issue, escalating internally if needed, and provide a clear timeline for resolution. I keep the customer updated throughout the process and follow up after the issue is resolved to ensure satisfaction. Transparency and accountability are key to rebuilding trust.

What metrics do you focus on to measure customer health and predict churn?

I track product usage frequency, support ticket volume, CSAT scores, and engagement with our success team. A drop in usage or an increase in support tickets often signals risk. I also monitor renewal sentiment during QBRs. By combining quantitative data with qualitative feedback, I can proactively address issues before they lead to churn.

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 sales team members attend a one-week, in-person Revenue Bootcamp during their second week at Fivetran. This bootcamp, held at one of our designated company locations, requires travel and is a mandatory part of the onboarding process.

Skills We’re Looking For

Native Japanese speaker with strong professional English (daily business and executive communication).
3+ years (preferably 4–7) of demonstrated success in SaaS Account Management, Customer Success, or Enterprise AE roles managing renewals, upsells and contracting.
Strong project management skills — able to coordinate multi-stakeholder technical projects, migrations and onboarding programs end-to-end.
Exceptional personal integrity and customer centricity — you build trust and act with transparency.
Highly detail-oriented: excellent contract/review discipline, accurate forecasting, and clear documentation.
Proven negotiation experience handling renewals, amendments and commercial conversations.
Experience with CRM and forecasting tools (Salesforce preferred) and strong organizational skills to manage many concurrent accounts.
Comfort working cross-functionally and influencing without formal authority.
Familiarity with data platforms, ETL, analytics, or engineering teams is strongly preferred (ability to have technical conversations with architects and analytics leaders).
Ability to travel domestically as customer needs require.

Bonus Skills

Previous experience working for a US-based cloud/SaaS company or within an international organization.
Experience working with Systems Integrators / Partners in Japan.
Knowledge of SaaS financial metrics and how adoption maps to consumption/ARR.

#LI-REMOTE

#LI-LA1

Perks and Benefits

100% employer-paid medical insurance*
Generous paid time-off policy (PTO), plus paid sick time, inclusive parental leave policy, holidays, and volunteer days off
RSU stock grants*
Professional development and training opportunities
Company virtual happy hours, free food, and fun team-building activities
Monthly cell phone stipend
Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching, and self-guided mindfulness exercises for all covered employees and their covered dependents.

*May vary by country and worker type – please reach out to your recruiter for more information

Click here to learn more about Fivetran’s Benefits by Region.

We’re honored to be valued at over $5.6 billion, but more importantly, we’re proud of our core values of Get Stuck In, Do the Right Thing, and One Team, One Dream. Read about us in Forbes.

Fivetran brings together high-quality talent across the globe to make data access as easy and reliable as electricity for our customers. We value and recognize that our customers benefit from having innovative teams made of people from many backgrounds, experiences, and identities. Fivetran promotes diversity, equity, inclusion & belonging through attracting, recruiting, developing, and retaining a diverse workforce, not only because it is the right thing to do, but because it helps us build a world-class company to better serve our customers, our people and our communities.

To learn more about Fivetran’s culture and what it’s like to be part of the team, click here and enjoy our video.

To learn more about our candidate privacy policy, you can read our statement here.

We are committed to ensuring that all candidates have an equal opportunity to participate in our interview process. If you require accommodations at any stage of the process due to a disability, medical condition, or any other circumstance, please don’t hesitate to submit your request by filling out this form. We will work with you to provide reasonable accommodations to facilitate your participation and ensure a fair and accessible interview experience. Your request and any information provided will be kept confidential and will not impact your candidacy. We look forward to hearing from you and accommodating your needs to the best of our ability.

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