About the team
Our Customer Success team at OpenAI is dedicated to partnering with our customers and their people to embrace AI through the adoption of our products. OpenAI's customers represent a range of diverse backgrounds and maturity, from early-stage startups to established global enterprises. We see every interaction is an opportunity to inspire and accelerate a company or a person on their AI journey.
About the role
We are looking for a Strategic Customer Success Manager to collaborate directly with our largest Enterprise and Strategic customers. You are crucial to the success of our largest customers and will be instrumental in driving adoption and value of our products, ultimately responsible for understanding our customer’s needs and delivering an excellent experience. You will collaborate closely with the Sales, Product, Marketing, Partnerships, and Engineering teams.
The ideal candidate for this role will have a successful track record of managing and growing Fortune 500 customers, delivering strategic advice, and driving customer success. You must understand the motivation, business drivers, strategic goals and desired business outcomes for your portfolio of large enterprise customers. You will lead a cross-functional partnership across your named customer(s) and identify new ways our platform can differentiate them in the market.
This role is based in Tokyo, Japan. We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees.
In this role, you will:
Work with enterprise and strategic organizations to bring our products to the biggest global organizations.
Create and implement customer success plans that outline goals, potential challenges, KPIs, and timelines.
Travel ~15% of the time, to develop and nurture strong customer relationships to understand their business goals and needs.
Strategize and execute initiatives to deliver an exceptional customer experience.
Own the relationship with Product for these largest customers who are pushing the product’s boundaries.
Work with our Partnerships team on our partner strategy and model with third parties and system integrators.
Be an AI thought leader with customers and pair this with deep industry specific expertise to help drive this transformative technology. Work as an internal leader to share and scale those insights and frameworks to the CS team.
Implement and run use case development and enablement sessions that can scale across multiple regions and lines of business.
Gather and relay customer feedback to internal stakeholders, and identify themes across customers to incorporate into product planning.
Collaborate closely with the Sales team to ensure seamless handoff between pre- and post-sale.
Anticipate at-risk renewals or user churn and collaborate with the relevant internal teams to devise corrective action plans.
Foster customer advocacy and facilitate customer testimonials and case studies.
You’ll thrive in this role if you:
Have 8+ years of experience in a customer success (or similar) role, preferably working with a technical enterprise product.
Are proficient in both Japanese and English, as this is essential to effectively carry out key responsibilities such as partnering with customers and product teams, developing use cases, demonstrating value, and collaborating with headquarters.
Have 5+ years managing relationships with large, global, and complex organizations.
Experience working with global 1000 Enterprise customers with multiple stakeholders, and managing success programs as the key advisor to global as well as regional customer organizations.
Highly skilled at building deep and broad relationships across a complex, matrixed organization.
Possess exceptional presentation and communication skills, particularly when engaging with executives and leaders.
Can proactively identify pain points in the product and with our customers.
Have a humble attitude, an eagerness to help others, and a desire to pick up whatever knowledge you're missing to make both your team and our customers succeed.
Operate with high horsepower, have strong problem-solving skills, are adept at frequent context switching, effectively manage working on multiple projects at once with expansive ownership, and ruthlessly prioritize.
Are personally committed to fostering the safe and ethical evolution of AI.
About OpenAI
OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity.
We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic.
For additional information, please see OpenAI’s Affirmative Action and Equal Employment Opportunity Policy Statement.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act. For unincorporated Los Angeles County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: protect computer hardware entrusted to you from theft, loss or damage; return all computer hardware in your possession (including the data contained therein) upon termination of employment or end of assignment; and maintain the confidentiality of proprietary, confidential, and non-public information. In addition, job duties require access to secure and protected information technology systems and related data security obligations.
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At OpenAI, we believe artificial intelligence has the potential to help people solve immense global challenges, and we want the upside of AI to be widely shared. Join us in shaping the future of technology.