Customer Success / Operations Director Job at Quadient (Tokyo)

Senior Director, Enterprise Customer Success

As the Regional Vice President, North America Customer Success, you will lead a ...

Location

Canada , Toronto

Salary:

192000.00 - 264000.00 CAD / Year

PagerDuty

Expiration Date

Until further notice

Requirements

Ability to communicate and effectively present (verbally/in writing) coaching plans, strategic plans for your business, problem solving and decision making situations
proven track record of trusted advisor to the C-suite in Enterprise accounts with strong consultative skills
experience building plays and associated playbooks using Customer Success technologies such as Gainsight to measure impact and effectiveness
understand and can apply Customer Journey frameworks to CSM tasks and responsibilities
minimum of 10 years experience with a combination of working in a consulting firm running a team of senior consultants, and leading services or success organizations in a SaaS company
a four year degree or equivalent
demonstrated ability to manage customer accounts in conjunction with sales organizations
exceptional leader of high integrity, intellect, and character who can set a clear vision for the group and plan, hire, manage, and inspire teams to achieve extraordinary results consistently quarter over quarter.

Job Responsibility

Proactively engage with customers to understand their needs, address challenges, and ensure they are achieving desired outcomes with the company's products or services
serve as a voice of the customer within the organization, ensuring customer feedback is heard and acted upon
develop and implement customer success strategies aligned with business goals, focusing on maximizing customer lifetime value and driving revenue growth
uplevel our engagement with Executive decision makers and position the Operations Cloud as the platform for modern enterprises
lead, mentor, and develop a high-performing customer success organization, providing guidance, coaching, and performance management
build and sustain a team of high performing leaders who embody our values, establish trusted advisor relationships and focus on making every customer successful
key metrics for this role are: gross revenue retention, net revenue retention, executive engagement, adoption, professional services, support and PagerDuty University
drive customer retention and expansion by identifying opportunities for upselling, cross-selling, and building strong customer relationships
monitor key customer success metrics, identify trends, and use data to inform decision-making and improve processes
establish a rhythm of the business that is consistent and predictable in running the business activities and change the business projects

What we offer

Competitive salary
comprehensive benefits package from day one
flexible work arrangements
company equity
ESPP (Employee Stock Purchase Program)
retirement or pension plan
generous paid vacation time
paid holidays and sick leave
Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO
paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent

Fulltime

Senior Director, Enterprise Customer Success

PagerDuty is a global leader in digital operations management, enabling customer...

Location

United States , Atlanta

Salary:

180000.00 - 275000.00 USD / Year

PagerDuty

Expiration Date

Until further notice

Requirements

Ability to communicate and effectively present (verbally/in writing) coaching plans, strategic plans for your business, problem solving and decision making situations
Take on new challenges and the ability to work through uncertainty
Proven track record of trusted advisor to the C-suite in Enterprise accounts with strong consultative skills
Experience building plays and associated playbooks using Customer Success technologies such as Gainsight to measure impact and effectiveness
Understand and can apply Customer Journey frameworks to CSM tasks and responsibilities
Minimum of 10 years experience with a combination of working in a consulting firm running a team of senior consultants, and leading services or success organizations in a SaaS company
A four year degree or equivalent
Demonstrated ability to manage customer accounts in conjunction with sales organizations
Consistently delivering against targets
reduce churn and downgrades, produce accurate forecasts, while maintaining a focus on cost to serve

Job Responsibility

Proactively engage with customers to understand their needs, address challenges, and ensure they are achieving desired outcomes with the company's products or services
Serve as a voice of the customer within the organization, ensuring customer feedback is heard and acted upon
Develop and implement customer success strategies aligned with business goals, focusing on maximizing customer lifetime value and driving revenue growth
Uplevel our engagement with Executive decision makers and position the Operations Cloud as the platform for modern enterprises
Understand and ability to articulate Operations Cloud value proposition and how PagerDuty helps corporations revolutionize their digital operations
Lead, mentor, and develop a high-performing customer success organization, providing guidance, coaching, and performance management
Build and sustain a team of high performing leaders (Success Managers and Directors) who embody our values, establish trusted advisor relationships and focus on making every customer successful
Instill operational rigor and consistency, as appropriate, to define and refine success manager engagement strategies, account management, and programs at scale
Drive customer retention and expansion by identifying opportunities for upselling, cross-selling, and building strong customer relationships
Forecast renewals by working cross functionally with sales, renewals and operations

What we offer

Competitive salary
Comprehensive benefits package from day one
Flexible work arrangements
Company equity
ESPP (Employee Stock Purchase Program)
Retirement or pension plan
Generous paid vacation time
Paid holidays and sick leave
Dutonian Wellness Days & HibernationDuty - companywide paid days off in addition to PTO
Paid parental leave: 22 weeks for pregnant parent, 12 weeks for non-pregnant parent

Fulltime

Customer Success Operations Leader

We are looking for a CX Operations Leader to drive process excellence, analytics...

Location

United Kingdom , London

Salary:

Not provided

AFI Solutions GmbH

Expiration Date

Until further notice

Requirements

Proven track record at director level or equivalent leading CX operations in a software or SaaS company
Minimum of 5+ years of progressive experience in customer experience, service delivery, or operations
Strong background in process optimisation and cross-functional collaboration at scale
Hands-on expertise in analytics and business reporting, with experience tracking financial and CX performance metrics such as revenue, margin, backlog, and CSAT
Experience managing enterprise-grade platforms such as Salesforce and customer success tools (Certinia, ChurnZero)
Demonstrated ability to partner with senior leaders to execute strategic CX initiatives
International experience in software or SaaS environments preferred

Job Responsibility

Partner with CX leadership to harmonise and streamline processes across the customer journey including opportunity management, project delivery, and resource management
Identify bottlenecks and implement improvements to ensure scalability and consistency across regions and functions
Collaborate with IT, Sales, and CX teams to connect processes and ensure operational effectiveness at scale
Drive consistency across departments to support growth and enhance the customer experience
Serve as the business partner to the CX leadership team for all core analytics including revenue, backlog, margin, CSAT, and SLA performance
Provide insights that enable data-driven decisions and accountability
Support the execution of our OneCX strategy by ensuring transparency and alignment across global operations
Own the maintenance, optimisation, and innovation of SER Group’s core CX platforms including Salesforce (SFDC), Certinia, and ChurnZero
Partner with business and IT stakeholders to ensure systems are fit for purpose, scalable, and continuously improved

What we offer

Offene, familiäre Unternehmensstruktur mit Flexibilität
Modernes Office mit Top-Ausstattung

Fulltime

Director of Customer Success, EMEA

We’re looking for a Director of Customer Success – EMEA to join our global team ...

Location

Israel , Tel Aviv

Salary:

Not provided

Cyera

Expiration Date

Until further notice

Requirements

5+ years of experience leading technical CS, TAM, or Professional Services teams, including experience managing multi-regional teams across EMEA
Served as a Head/Director of CS, or in a similar leadership role, within a B2B SaaS or cybersecurity organization
Strong technical support mindset, with the ability to guide teams through complex troubleshooting, root-cause analysis, and customer escalations
You are comfortable partnering directly with Support and Engineering to resolve critical issues, streamline escalation paths, and ensure a seamless, high-quality customer experience
Excel at building scalable processes, driving adoption, managing renewals, and leading change across complex environments
Thrive in a fast-paced, high-growth, and ambiguous startup environment, making decisions with clarity and confidence
Bring a strong technical orientation, with experience working alongside Product, Engineering, and Architecture teams
Fluent in Salesforce, BI tooling, customer analytics, and data-driven decision-making
A compelling communicator, capable of leading both executive-level business discussions and deep technical workshops
Willing and able to travel 25–50% to engage directly with customers and teams.

Job Responsibility

Lead and scale technical Customer Success teams across EMEA, shaping team structure, methodologies, and execution standards as Cyera expands globally
Develop and operationalize CS infrastructure—including customer journeys, playbooks, QBR frameworks, KPIs, and dashboards—to drive predictable outcomes and organizational alignment
ֿBuild and own a comprehensive renewals strategy covering process design, forecasting, workflows, timelines, and escalations to ensure timely renewals, reduced churn, and strong retention
Collaborate closely with CSEs, Account Managers, and cross-functional leaders to streamline renewals and remove operational friction
Act as a strategic partner to enterprise customers, deepening relationships, understanding business goals, identifying expansion opportunities, and driving measurable value throughout the lifecycle
Monitor customer health, usage patterns, adoption trends, and risk indicators
proactively address issues to prevent escalations and protect satisfaction
Lead cross-functional initiatives to resolve renewal challenges, enhance onboarding and training, optimize support processes, and improve operational efficiency across regions
Partner with Product, OCTO, Sales, SEs, Support, and Services to align priorities, influence roadmap decisions, and ensure seamless customer transitions
Oversee end-to-end CS operations, including onboarding, enablement, engagement, and documentation, implementing best practices and standard operating procedures

Fulltime

Customer Success Director

Build irreplaceable relationships with Pomelo’s health plan and employer custome...

Location

United States

Salary:

160000.00 - 190000.00 USD / Year

Pomelo Care

Expiration Date

Until further notice

Requirements

7-10 years of experience in consulting, customer success, or project management
Preferably 5+ years of health tech or healthcare experience
2+ years managing a team
Strong project management and creative problem solving experience
Proactive, solution-oriented, and customer-focused mindset
Proven experience leading projects and competing priorities across a range of external stakeholders and cross-functional internal teams
Exceptional written and verbal communication skills
Self-motivated and eager to thrive in a fast-paced metric-driven environment
Track record of meeting or exceeding customer satisfaction, retention, and expansion goals
Willingness and interest in using data and research to learn new content areas

Job Responsibility

Serve as the primary point of contact and trusted advisor for Pomelo’s customers
Develop strong relationships and a deep understanding of their business and member needs
Proactively engage with customers to ensure seamless implementations and deliver an ongoing best-in-class customer experience
Advocate for strategic customer needs and feedback internally
Work cross-functionally with other teams to achieve outcomes and results for customers and Pomelo
Develop and deliver regular business reviews with customers
Identify areas for improvement
Demonstrate Pomelo’s impact for patients and plans/employers
Drive customer retention
Identify and mitigate risks

What we offer

Competitive healthcare benefits
Generous equity compensation
Unlimited vacation
Membership in the First Round Network

Director of Customer Success

We’re looking for a Director of Customer Success, International to join our grow...

Location

Ireland , Dublin

Salary:

Not provided

Supermetrics

Expiration Date

Until further notice

Requirements

8+ years in Customer Success or related leadership roles, including international team management
Significant MarTech or SaaS domain expertise, ideally working with marketing leaders
Skilled in change management and leading organizations through scale
Strong operational chops, with experience building scalable processes and evaluating/implementing CS tooling
Cultural intelligence and the ability to lead across geographies, languages, and time zones
Executive presence, storytelling skills, and a collaborative leadership style
Passion for the customer experience. You are interested in building something truly differentiated

Job Responsibility

Lead and grow regional CS teams across EMEA, LATAM, and JAPAC
Drive regionalization strategies for adoption, growth, and advocacy
Act as a trusted deputy to the Global CS Leader, shaping international strategy and executive-level insights
Partner with Sales, Marketing, Product, and Support to align local execution with global strategy
Champion the voice of the customer and design a truly differentiated customer experience
Prepare the org for scale by leading change management of the expansion of our CS tech stack (new tooling planned for 2026)

What we offer

Competitive compensation package, including equity
Great work equipment, and home office allowance for those working in our fully remote locations
Health care benefit and leisure time insurance
Annual 1000 euros of personal learning budget
Sports and wellbeing allowance

Fulltime

Director, Customer Care Product Operations

We are seeking an experienced leader to execute the strategic direction of our C...

Location

United States , Mountain View

Salary:

216000.00 - 264000.00 USD / Year

EarnIn

Expiration Date

Until further notice

Requirements

Deep passion for customers and a strong belief in the power of care as a product differentiator
7+ years proven leadership experience, including managing cross-functional embedded teams and developing systems for scale and autonomy
Strong product and/or technical background preferred—ideally with a degree in Engineering, Computer Science, or related field and hands-on product development or technical experience
Experience with AI strategy, including tool selection, automation mapping, and agent-assist systems
Demonstrated ability to build and scale user research and feedback loops into product pipelines
Outstanding analytical and problem-solving skills
data-driven decision-making is a must
Expertise or capability in operations including knowledge of quality assurance, agent readiness, escalations
Track record of influencing and aligning with stakeholders across Product, Engineering, Marketing, and CX
Excellent communication and collaboration skills—especially in high-ambiguity environments

Job Responsibility

Own and drive the Care AI strategy to shift from human support to automated and AI-powered resolution
Define automation use cases, KPIs, and optimize adoption across all support channels
Partner and collaborate closely with Product & Engineering to align automation roadmap with technical feasibility and business goals
Lead Customer Care’s product integration strategy to embed CX into every product and operational decision
Manage 4–5 senior Care Specialists embedded in key product pods to ensure launch readiness, lifecycle comms, and research support
Act as the cross-functional glue between Care, Product, and Eng—aligning roadmaps, surfacing feedback, and driving issue resolution
Consolidate customer, agent, and system insights into a single narrative to inform continuous improvement
Build a scalable, company-wide user research program with EarnIn-specific guidelines to enable autonomous research
Define high-priority UR initiatives aligned to business goals that product operations will take on
Select and implement research tooling (e.g., Maze, Dovetail) to support execution at scale

What we offer

equity
benefits

Fulltime

Head of Customer Success – Brands & Agencies

We are seeking a senior leader to serve as Head of Customer Success for Global A...

Location

United States , New York

Salary:

120000.00 - 135000.00 USD / Year

Genius Sports

Expiration Date

Until further notice

Requirements

10+ years of experience in Customer Success, Account Management, or Client Services within Ad Tech, MarTech, or programmatic media
Extensive experience working directly with major global advertising agencies—ideally across multiple holding companies
Deep understanding of agency structures, decision-making processes, and media trading operations
Proven ability to build senior-level agency relationships and drive multi-market partnership growth
Strong understanding of programmatic workflows, data integrations, measurement, and cross-channel campaign execution
Exceptional executive communication skills, with an ability to influence senior stakeholders internally and externally
Demonstrated success in scaling global customer success teams and operations

Job Responsibility

Serve as the senior point of contact for Customer Success with major agency partners and top brand accounts
Collaborate with internal Sales teams to develop joint business plans (JBPs) and executive partnership programs to establish long-term, multi-market collaboration
Strengthen multi-level relationships—from global leadership to regional media directors and platform specialists
Champion the adoption of Genius Sports’s advertising capabilities and educate agency partners on how to integrate these capabilities into media plans, trading strategies, and testing frameworks
Develop the customer success vision and roadmap specifically for global agencies and their operating companies
Build frameworks that drive consistent product adoption across agency networks, regions, and business units
Align success initiatives with agency commercial goals, workflow models, and measurement requirements
Create scalable engagement models that support both enterprise-level relationships and in-market media teams
Lead onboarding, implementation, and activation programs tailored to agency workflows and media planning cycles
Build repeatable success plans that drive campaign performance, operational efficiency, and platform education across hundreds of client accounts throughout the sports calendar

What we offer

variable compensation schemes
US benefits
401k plans

Fulltime

Customer Success / Operations Director

Quadient

Location:
Japan , Tokyo

Category:
Logistics

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
December 27, 2025

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