Senior Customer Success Manager (Japan)

Qumulo's cloud data platform manages exabytes of the world's most demanding data, unifying files, objects, and every workload across edge, core, and cloud.

About the Senior Customer Success Manager position:

Customers are the lifeblood of Qumulo. We are seeking a technical, results-driven Customer Success Manager (CSM) to drive the success of our enterprise customers and OEM/Channel partners.

You will own the full customer lifecycle from onboarding and deployment to adoption, retention, and expansion, ensuring customers achieve measurable outcomes while building long-term, trusted relationships.

Responsibilities:

• Customer Lifecycle Management: Own a portfolio of enterprise and strategic customers, driving onboarding, adoption, retention, and renewals. Drive seamless onboarding and coordinate with OEM/Channel partners, account teams, and customers to ensure successful deployments and expansions. Proactively monitor and update account health, and develop tailored health improvement plans to ensure long-term retention and prevent churn.
• Value Realization: Ensure customers and partners achieve measurable outcomes and maximize value from Qumulo products, and conduct QBRs and develop success plans aligned with customer goals.
• Technical Consultation: Serve as the primary technical liaison and trusted advisor. Translate complex data, storage, and cloud architecture discussions into actionable business value for C-level stakeholders and provide technical guidance to Engineering and Operation teams.
• Collaboration: Partner with Sales, Product, Operations, and Engineering to resolve escalations, influence roadmap, and optimize customer/partner experience.
• Partner Success: Enable and support OEM and Channel partners, driving joint success initiatives and partner-led growth.
• Feedback & Advocacy: Provide customer insights and product feedback; communicate product updates and improvements to customers.

Qualifications:

• Fluent Japanese and English (written and verbal)
• Strong technical aptitude in data, storage, and cloud technologies with the ability to hold deep-dive architectural discussions on data management, enterprise storage, and multi-cloud environments (e.g., AWS, Azure, GCP).
• 5+ years in Customer Success, Account Management, or Partner Success in a Data Storage, Data Management, or Cloud environment
• Proven success in adapting communication and presentation styles for a diverse audience, ensuring technical clarity for engineering teams and focusing on measurable business outcomes for the C-Suite.
• Experience managing up to 50 enterprise accounts and OEM/Channel partners
• Strong understanding of SaaS metrics: NRR, churn, adoption, GRR, and ability to leverage data for actionable insights
• Experience with CS/CRM tools (e.g., Planhat, Gainsight)
• Industry expertise in one of the following industry verticals would be highly regarded: Life Sciences, Healthcare, Energy, or Financial Services
• Must be based in Japan (Tokyo metropolitan area preferred) and legally authorized to work in Japan without visa sponsorship with flexible work-from-home options aligned with local business hours.

Compensation: Annual base salary of JPY 11,950,000, paid monthly, plus a performance-based annual bonus of up to 20% of base tied to individual KPIs (not guaranteed). Total on-target annual earnings of approximately JPY 14,340,000. Final base is determined by experience and qualifications.