Customer Success Manager, Principal

Cielo Projects

6d•Remote

About The Position

Velotic is hiring a Principal Customer Success Manager to support its Customer Success Management team under the leadership of the Director of Customer Success Management. The role is critical to annual recurring revenue growth and retention, with responsibility for customer advocacy, account management, and churn prevention. The position supports a portfolio of strategic accounts and focuses on building trusted executive relationships, maximizing customer value, and driving successful outcomes throughout the post-sale lifecycle. The Customer Success Manager leads account transitions, executive governance, success planning, risk management, renewal strategy, adoption, and expansion opportunities. The role coordinates across internal teams and customer stakeholders to address complex challenges, align customer objectives with solution delivery, and demonstrate measurable business impact. Employees can work remotely within Japan, with travel of up to 25% as needed.

Requirements

Track record managing large, complex customer relationships with senior executives, including account planning, contract renewals, and identifying business expansion opportunities.
Ability to guide customers through significant organizational change, system adoption, digital transformation projects, and process improvements across multiple departments.
Strong communication and presentation skills, including the ability to explain complex ideas clearly to senior executives and leadership teams.
Experience managing multiple high-value customer accounts simultaneously and balancing competing priorities and stakeholder groups.
Strong analytical skills, including reviewing data, identifying patterns, and making recommendations that lead to measurable business results.
Ability to work independently, make sound decisions, and adapt to changing situations in a growing, dynamic business environment.
Fluent Japanese communication skills, written and verbal.
Bachelor’s degree in engineering, manufacturing, computer science, or equivalent professional experience.
At least 7 years of relevant professional experience in customer success, account management, or related fields.

Nice To Haves

Experience in manufacturing, engineering, or other technical fields.
Master’s degree.

Responsibilities

Lead executive-level engagement across strategic customer accounts and build trusted advisor relationships with senior business and operational stakeholders.
Own and coordinate the post-sale customer lifecycle, including complex account transitions, executive governance, success planning, risk management, renewal strategy, and growth and expansion opportunities.
Drive customer adoption and business transformation through change management, aligning customer objectives with solution realization.
Act as the senior customer advocate and strategic coordinator across Sales, Professional Services, Solutions Consulting, Product, Support, and partner teams to resolve complex challenges and accelerate outcomes.
Develop and deliver executive business reviews, governance frameworks, success metrics, and recommendations demonstrating measurable business impact.
Analyze customer, product, and business performance data to identify trends, mitigate risk, inform strategic decisions, and drive continuous value realization.
Drive accountability among internal and customer stakeholders against business objectives, success plans, KPIs, and contractual commitments.