Customer Success Manager

About the Role

Requirements

• As a Customer Success Manager, you will: • Be responsible for a portfolio of cross-industry corporate, commercial, and enterprise clients. • Execute our client engagement strategy to deliver positive outcomes for clients and power account renewals and upsell. • Identify and assess risk factors to accounts and orchestrate interventions. • Work closely across the Intelligence Services team and with adjacent teams — Onboarding, Training, Support, Operations — to construct and scale solutions that nurture our relationships with clients. • Learn our platform, become fluent in cybersecurity topics, and build familiarity with the functional areas (SOC, IR, Vulnerability Management, GRC) where we deliver value. • Manage the customer journey and maximize our value to our users. • Regularly capture, analyze, and share the voice of the customer regarding their experience with Recorded Future. What you’ll bring • Ability to work from our Tokyo office • Native level Japanese and Conversational English • Experience designing and executing communications and/or customer success programs • A background in delivering client-focused outcomes • Strong presentation and facilitation skills • Strong program management abilities • The ability to gather and understand the client’s needs • A positive, collaborative, and energetic style with a drive to make an impact
• Additional Skills (preferred but not required): • 3 years of SaaS experience, including subject matter expertise in commercial/enterprise customer communications • Experience with Salesforce.com, Gainsight a plus 概要： カスタマーサクセスマネージャーとして、お客様を保護する革新的なセキュリティソリューションを提供する急成長中のチームに参加していただきます。急速に成長する顧客ポートフォリオを持つ素晴らしいカスタマーサクセスチームの一員となり、当社の製品とサービスからユーザーが最大限の価値を得られるようにします。レコーデッド・フューチャーの一員 (Futurist) になるこの機会をぜひご活用ください。 職務内容： カスタマーサクセスマネージャーとして、次のことを行います： • 複数の業界にまたがるお客様を担当 • 戦略的なお客様とのコミュニケーションにより、ポジティブな結果をもたらし、契約更新とアップセルを促進する • お客様のリスク要因を特定および評価し、解決の支援をおこなう • インテリジェンス・サービス・チーム全体、およびオンボーディング、トレーニング、サポート、オペレーションといった関連するチームと密に連携し、お客様との関係を深めるソリューションを構築・拡張をおこなう • 当社のプラットフォームを学び、サイバーセキュリティのトピックを習熟し、当社が価値を提供する機能領域（SOC、IR、脆弱性管理、GRC）についてよく理解する。 • カスタマージャーニー（お客様の行動プロセス）を管理し、ユーザーに対する当社の価値を最大化する • カスタマーエクスペリエンスに関するお客様の声を定期的に収集、分析、共有する 必要な経験・知識： • 東京オフィスでの勤務が可能な方 • 言語：日本語（流暢〜母国語レベル）および英語（会話レベル） • コミュニケーションおよび/またはカスタマーサクセスプログラムの計画と実施の経験 • 顧客重視の成果を提供した経験 • プレゼンテーションとファシリテーションのスキル • プログラム管理能力 • お客様のニーズを収集し理解する能力 • 積極的、協調的、精力的に、インパクトを与える意欲のある方 その他のスキル (必須ではないが望ましい)： • 3年以上のSaaS経験（顧客とのコミュニケーションに関する専門知識を含む） • Salesforce.com、Gainsightの経験
• Why should you join Recorded Future?Recorded Future employees (or “Futurists”), represent over 40 nationalities and embody our core values of having high standards, practicing inclusion, and acting ethically. Our dedication to empowering clients with intelligence to disrupt adversaries has earned us a 4.8-star user rating from Gartner and more than 45 of the Fortune 100 companies as clients. Want more info? Blog & Podcast: Learn everything you want to know (and maybe some things you’d rather not know) about the world of cyber threat intelligenceLinkedin, Instagram & Twitter:What’s happening at Recorded FutureThe Record:The Record is a cybersecurity news publication that explores the untold stories in this rapidly changing fieldTimeline:History of Recorded FutureRecognition:Check out our awards and announcements We are committed to maintaining an environment that attracts and retains talent from a diverse range of experiences, backgrounds and lifestyles. By ensuring all feel included and respected for being unique and bringing their whole selves to work, Recorded Future is made a better place every day.If you need any accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to our recruiting team at careers@recordedfuture.com Recorded Future is an equal opportunity and affirmative action employer and we encourage candidates from all backgrounds to apply. Recorded Future does not discriminate based on race, religion, color, national origin, gender including pregnancy, sexual orientation, gender identity, age, marital status, veteran status, disability or any other characteristic protected by law.Recorded Future will not discharge, discipline or in any other manner discriminate against any employee or applicant for employment because such employee or applicant has inquired about, discussed, or disclosed the compensation of the employee or applicant or another employee or applicant. Recorded Future does not administer a lie detector test as a condition of employment or continued employment. This is in compliance with the law of the Commonwealth of Massachusetts, and in alignment with our hiring practices across all jurisdictions. Notice to Agency and Search Firm Representatives:Recorded Future will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Recorded Future, including those sent to our employees or through our website, will become the property of Recorded Future. Recorded Future will not be liable for any fees related to unsolicited resumes. Agencies must have a valid written agreement in place with Recorded Future's recruitment team and must receive written authorization before submitting resumes. Submissions made without such agreements and authorization will not be accepted and no fees will be paid. Why should you join Recorded Future?Recorded Future employees (or “Futurists”), represent over 40 nationalities and embody our core values of having high standards, practicing inclusion, and acting ethically. Our dedication to empowering clients with intelligence to disrupt adversaries has earned us a 4.8-star user rating from Gartner and more than 45 of the Fortune 100 companies as clients.
• Want more info? Blog & Podcast: Learn everything you want to know (and maybe some things you’d rather not know) about the world of cyber threat intelligenceLinkedin, Instagram & Twitter:What’s happening at Recorded FutureThe Record:The Record is a cybersecurity news publication that explores the untold stories in this rapidly changing fieldTimeline:History of Recorded FutureRecognition:Check out our awards and announcements We are committed to maintaining an environment that attracts and retains talent from a diverse range of experiences, backgrounds and lifestyles. By ensuring all feel included and respected for being unique and bringing their whole selves to work, Recorded Future is made a better place every day.If you need any accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to our recruiting team at careers@recordedfuture.com Recorded Future is an equal opportunity and affirmative action employer and we encourage candidates from all backgrounds to apply. Recorded Future does not discriminate based on race, religion, color, national origin, gender including pregnancy, sexual orientation, gender identity, age, marital status, veteran status, disability or any other characteristic protected by law.Recorded Future will not discharge, discipline or in any other manner discriminate against any employee or applicant for employment because such employee or applicant has inquired about, discussed, or disclosed the compensation of the employee or applicant or another employee or applicant. Recorded Future does not administer a lie detector test as a condition of employment or continued employment. This is in compliance with the law of the Commonwealth of Massachusetts, and in alignment with our hiring practices across all jurisdictions.
• Notice to Agency and Search Firm Representatives: Recorded Future will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Recorded Future, including those sent to our employees or through our website, will become the property of Recorded Future. Recorded Future will not be liable for any fees related to unsolicited resumes. Agencies must have a valid written agreement in place with Recorded Future's recruitment team and must receive written authorization before submitting resumes. Submissions made without such agreements and authorization will not be accepted and no fees will be paid.