Customer Success Project Manager, Japan

The Customer Success Project Manager will be responsible for delivering quick time-to-value solutions to multiple security teams, ensuring clients get the most value out of the products and services offered by Recorded Future. They will be in charge of client engagement outcomes, setting them up for continuous success and fostering long-term relationships. The role involves working closely with cross-functional teams, constructing and scaling solutions to nurture client relationships. The Customer Success Project Manager will also be responsible for onboarding new clients, conducting training, and gathering feedback to improve the customer experience.

• Be responsible for a portfolio of cross-industry corporate, commercial, and enterprise clients.
• Deliver positive outcomes for clients through the client engagements, and power account renewals and upsell.
• Identify and assess risk factors to accounts and orchestrate interventions.
• Work closely across the Intelligence Services team and with adjacent teams — Onboarding, Training, Support, Operations — to construct and scale solutions that nurture our relationships with clients.
• Learn our platform, become fluent in cybersecurity topics, and build familiarity with the functional areas (SOC, IR, Vulnerability Management, GRC) where we deliver value.
• Regularly capture, analyze, and share the voice of the customer regarding their experience with Recorded Future.
• Define an outcomes-based onboarding plan for new clients that achieves their objectives within the desired time frame, and shape their strategic account plan for the year with the account team.
• Ensure comprehensive knowledge transfer and effective handoff between support teams through the client lifecycle.
• Manage multiple projects in a dynamic, fast-paced environment, keeping internal stakeholders up to date and on track.
• Conduct new user advance training with a focus on client’s priority use cases to ensure our clients are proficient using the Recorded Future Portal and show a high adoption rate during the onboarding.

Ability to work from our Tokyo office

2+ years of experiences in Pre-sales or Post-sales in Information Technologies area

2+ years of Information security, Cyber security, or Threat intelligence experience

Native Japanese and Conversational English required

Experience collaborating with cross-functional teams within a customer facing organization

Presentation skills (PowerPoint/Google Slides)

Writing skills; ability to communicate clearly and effectively

Task management experiences in internal/external projects

Passion for a standardized/prescriptive processes

The ability to gather and understand the client’s needs

Understanding of Project Management processes, strategies, and methods (preferred but not required)

Proficiency in client workflow discovery across all types of client team functions (preferred but not required)

Ability to predict challenges and seek to proactively head-off obstacles (preferred but not required)

A positive, collaborative and energetic style with a drive to make an impact (preferred but not required)

Knowledge/experience working with SalesForce and other CRM tools (preferred but not required)

PMP Certification, and/or cyber security certification(s) (preferred but not required)

Program management abilities (preferred but not required)

3+ years of SaaS experience, including subject matter expertise in commercial/enterprise customer communications (preferred but not required)

• Competitive salary and benefits package
• Opportunity to join a growing team
• Onboarding process to provide value to customers quickly
• Continuous support and management of customer results
• Opportunity to build and maintain long-term relationships with customers
• Opportunity to learn and become proficient in cybersecurity topics
• Regular training and support for new users
• Defined onboarding plans and strategic account plans
• Comprehensive knowledge transfer and effective communication within support teams
• Management of multiple projects in a dynamic and fast-paced environment
• Opportunity to work with diverse teams and collaborate with multiple stakeholders
• Opportunity to contribute to the development and expansion of solutions
• Opportunity to provide feedback and analysis on customer experiences
• Opportunity to work in a diverse and inclusive environment