[Hiring] Customer Success, Enterprise @Fivetran

Role Description

Fivetran is scaling its Japan business. The Customer Success, Enterprise will be the primary point of contact for over half of our customers in Japan 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.

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.

Qualifications

• 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.