What you’ll do:

Account Management: 

• Serve as the primary technical point of contact and trusted advisor for a portfolio of marquee enterprise accounts in Japan

• Work closely with Account Executives, Solutions Consultants, Customer Success Managers, and Adoption Managers to align on client objectives and drive success

• Engage with client stakeholders across all levels, from developers and product managers to e-commerce executives and C-suite

• Host recurring meetings and business reviews with customers

• Act as an internal champion for your customers across all Contentsquare teams (Sales, Product, Engineering, Support)

• Handle escalation management and triage critical issues in conjunction with the Customer Support team

• Scope and perform project management for large Contentsquare initiatives within your accounts

• Create and maintain customer account plans, including documentation on key configuration details, usage patterns, and success milestones

• Ensure customers are following Contentsquare best practices and maximizing product adoption

Implementation & Onboarding

• Act as a technical project manager to onboard new clients and successfully implement the Contentsquare products they have purchased

• Define and validate implementation scope and use cases with customers during the onboarding phase

• Proactively manage expectations of both customers and internal stakeholders throughout onboarding and deployment

• Drive customers toward data collection as part of Contentsquare's "Race to Data Collection" initiative

• Oversee end-to-end deployment including implementation, testing, and enablement guidance, ensuring swift product delivery and time-to-value

• Maintain and update customer project plans using enterprise project management tooling (e.g., Rocketlane)

• Provide Contentsquare platform configuration and administration assistance

• Support regional partners as they oversee Contentsquare deployments for their end customers

What you’ll need to succeed:

• Minimum 5 years of experience in a customer-facing technical role, such as Technical Account Management, Implementation, or Engagement Management, preferably within a SaaS company

• Fluency in both Japanese and English (written and verbal) is required; you will serve Japanese enterprise clients while collaborating with a global internal team

• Strong proficiency in JavaScript, HTML, and CSS: ability to understand website development and work collaboratively with product and engineering teams

• Experience with project management methodologies (Agile, Waterfall, etc.) and managing multiple concurrent projects

• Ability to define, create, and follow integration Statements of Work (SOWs)

• Excellent written and verbal communication skills, with the ability to tailor messaging from technical teams to C-level executives

• Strong analytical and problem-solving skills

• Experience working in a fast-paced, global, cross-functional SaaS environment