Customer Success Manager, Japan

XM Cyber is a leading hybrid cloud security company that's changing the way organizations approach cyber risk. XM Cyber transforms exposure management by demonstrating how attackers leverage and combine misconfigurations, vulnerabilities, identity exposures, and more, across cloud and on-prem environments to compromise critical assets. With XM Cyber, you can see all the ways attackers might go, and all the best ways to stop them, pinpointing where to remediate exposures with a fraction of the effort.

As the Customer Success Manager at XM Cyber, you will guide and oversee the customer journey to ensure the successful adoption, operationalization, and value realization of the XM Cyber platform. 

As your accounts' primary point of contact, you will collaborate with Sales, Product Management, R&D, Marketing, and other teams to guarantee customer satisfaction and retention. 

This remote role is within the Customer Experience organization, working closely with the local sales team and collaborating with HQ stakeholders and others remotely.

Role & Responsibilities:

1. Customer Management

• Ensure Customers gain the most value out of XM Cyber solutions.
• Understand the client's organizational structure, business drivers, and desired operational outcomes from deploying XM Cyber.
• Managing, assigning, and conducting product demos, company presentations, workshops, and training.
• Educate and enable customers on XM products and best practices, drive the onboarding to deliver fast time to value.
• Assist customers in developing success plans with critical goals and key performance indicators. Measure customer progress and report achievements internally and externally. 
• Cultivate strong relationships with key stakeholders at customer organizations, including senior-level executives.
• Ensure customers optimize their return on investment by enhancing remediation efficiency, reducing exposure to attacks, and delivering accurate risk reporting.
• Develop and spearhead Executive Business Review (EBR) presentations and conduct product demonstrations.

2. Technologic

• Serve as the designated technical expert for implementing and delivering XM Cyber's product portfolio, together with XM Cyber's Onboarding team.
• Serve as a trusted advisor, guiding customers through best practices for securing their environment and leading technical deep-dive sessions on exposure reduction and remediation.

3.Commercial

• Lead renewal processes and ensure high retention rates.
• Lead discussions to identify growth opportunities (upsells and cross-sells), and maintain close collaboration with the sales team and Sales Engineering to facilitate opportunities and keep customers engaged.

3 years of experience in two or more of the following: 

• Cloud architecture or engineering
• Security architecture or engineering
• IT infrastructure or support
• Post-sales implementation or Professional Services

Technical Knowledge of:

• Microsoft Security best practices
• Information and Data Security concepts
• Network Architecture concepts
• Cloud Security (AWS/Azure/GCP)

Other:

• 3-5 years of customer-facing experience in SaaS companies
• Ability to communicate technical information to diverse audiences
• Self-sufficient, proactive, and adept at independent learning
• Strong problem-solving skills and ability to make independent decisions
• Track record of building and sustaining relationships, driving customer success, and surpassing performance targets
• Excellent communication and interpersonal skills for engaging stakeholders at all organizational levels
• Commercially oriented and capable of multitasking in a fast-paced environment
• Fluency in Japanese and English, other languages are an advantage