Senior Customer Success Manager

There are NO limits to your career: come shape the future and be part of a truly unique global culture at OutSystems!

Job description, low-code style:
As the #1 low-code application development platform, OutSystems provides customers with everything they need to build apps incredibly fast. So, let us cut to the chase: we are looking for a Senior Customer Success Manager to be based in Tokyo, Japan

What You Will Do

• Manages a list of our strategic customers and important initiatives; blend of tier 1 and 2 accounts, multiple segments
• Provides customers with business, technical, and product knowledge.
• Develops/executes effective success plans to drive customer outcomes.
• Educates customers on how existing and new product features/functionality will contribute to the growth of their business.
• Works closely with CS leadership to define and execute best practices for account management.
• Assists others at OutSystems as they support the customers in their digitalization journey.
• Works closely with Account Executives and Technical Success Managers to identify and nurture customer renewal and growth opportunities to closure.
• Acts as the Voice of the Customer. Identifies and quantifies the key factors for customer success and then communicates them effectively to drive the solutions provided by OutSystems. Develops a plan to meet this criterion based on regularly cadenced communications with the customer (QBRs, Executive Meetings, etc.).
• Brings intelligent and relevant product feedback and recommendations from customers back to Product Management team
• Develops a plan to increase the penetration at your Customers that provides for increased OutSystems executive visibility.
• Ability to drive complex adoption scenarios, understand how to drive customers through the Evolving and Scaling phases, and pitching the value of the OutSystems Center of Excellence
• Customer Engagement (40%), Partner Management (30%) % Renewals (30%)

Requirements

• 5+ years’ experience in a customer facing role
• Experience in a Technical Account Management, Customer Success Management, Solution Engineering/Architecture, or Professional Services role
• Experience with large enterprise customers in a SaaS revenue model
• Track record of consistently delivering projects, driving successful technical programs, and managing technical accounts
• Experience working with a technical customer base and corporate IT projects and processes
• Proven ability to lead people internally and externally to drive outcomes
• A highly quantitative approach to understanding, measuring, and forecasting customer behavior and revenue
• Ability to work across geographies and cultures
• Bachelor’s Degree (or equivalent) or higher
• Written and verbal communication skills in Japanese and in English

The Longer Story:

One of the fastest-growing B2B software companies in the world, OutSystems is on a mission to enable every organization to innovate through software. We are looking for talented and motivated people to join us in helping companies solve some of their most strategic business challenges, from modernizing their workplace processes to transforming their employee and customer experiences. As a member of the OutSystems global team, you will help build, deliver, manage, and evolve the software that is a low-code market leader and preferred by professional developers around the world.

OutSystems is a truly global company, with more than 525,000 developer community members, 1,700 employees, 400 partners, and thousands of active customers in over 87 countries and across 22 industries. Founded in 2001, OutSystems has offices in the United States, United Kingdom, the Netherlands, Germany, the UAE, Japan, Hong Kong, Malaysia, Australia, and Singapore, and of course has a thriving, worldwide community of remote employees.

Working at OutSystems:

We do not have many rules, but we do have high standards and a culture of global collaboration. Our commitment to our culture is highlighted in The Small Book of the Few Big Rules, written by our Founder and CEO, Paulo Rosado. This commitment to culture landed us in the Forbes top cloud computing employers four years in a row.

• We grow, change, and innovate, and give our teams the space to be proactive and creative.
• We care about growth and development. Vertical career progression is obvious, and we also encourage lateral moves, joining different teams, and mastering new skills.
• Global colleagues who are as smart, hardworking, and driven as you.
• Our DNA is disrupting the status quo. It is why our company exists.
• We “Ask Why” a lot. It helps us connect our individual work to the bigger picture and often uncovers a better, more agile way.

OutSystems nurtures an inclusive culture of diversity, where everyone feels empowered to be their authentic self and perform at their best. A company that embraces the creativity and innovation that comes through diverse perspectives. We are committed to creating a team that reflects society through inclusive programs and initiatives and are proud to be an equal opportunity employer. All qualified applicants receive equal consideration regardless of race, place of origin, color, age, marital status, religion, sex, sexual orientation, gender expression or identity, protected veteran status, disability status or any other status protected by law.

https://www.outsystems.com/company/careers/

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Join us in disrupting the status quo of the low-code market, we give you the power to "Ask Why", you give our customers the power to innovate through software!