Back to jobs

Customer Success Manager

Tokyo, Japan

With 1,000 intelligence professionals, over $300M in sales, and serving over 1,800 clients worldwide, Recorded Future is the world’s most advanced, and largest, intelligence company!

Customer Success Manager, Intelligence Services 

* Japanese follows English (英語の後に日本語が続きます）

Who you’ll work with

As a Customer Success Manager, you will be joining a fast-paced, high-growth team delivering innovative security solutions that protect our clients. You will be part of an incredible customer success team with a rapidly growing client portfolio, ensuring our users get the most value out of our products and services. Don’t miss your opportunity to become a Futurist! 

What you’ll do

As a Customer Success Manager, you will:

  • Be responsible for a portfolio of cross-industry corporate, commercial, and enterprise clients. 
  • Execute our client engagement strategy to deliver positive outcomes for clients 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. 
  • Manage the customer journey and maximize our value to our users.
  • Regularly capture, analyze, and share the voice of the customer regarding their experience with Recorded Future.

What you’ll bring

  • Ability to work from our Tokyo office
  • Native level Japanese and Conversational English
  • Experience designing and executing communications and/or customer success programs
  • A background in delivering client-focused outcomes
  • Strong presentation and facilitation skills
  • Strong program management abilities
  • The ability to gather and understand the client’s needs
  • A positive, collaborative, and energetic style with a drive to make an impact

Additional Skills (preferred but not required):

  • 3 years of SaaS experience, including subject matter expertise in commercial/enterprise customer communications
  • Experience with Salesforce.com, Gainsight a plus

概要：

カスタマーサクセスマネージャーとして、お客様を保護する革新的なセキュリティソリューションを提供する急成長中のチームに参加していただきます。急速に成長する顧客ポートフォリオを持つ素晴らしいカスタマーサクセスチームの一員となり、当社の製品とサービスからユーザーが最大限の価値を得られるようにします。レコーデッド・フューチャーの一員 (Futurist) になるこの機会をぜひご活用ください。

職務内容：

カスタマーサクセスマネージャーとして、次のことを行います：

  • 複数の業界にまたがるお客様を担当
  • 戦略的なお客様とのコミュニケーションにより、ポジティブな結果をもたらし、契約更新とアップセルを促進する
  • お客様のリスク要因を特定および評価し、解決の支援をおこなう
  • インテリジェンス・サービス・チーム全体、およびオンボーディング、トレーニング、サポート、オペレーションといった関連するチームと密に連携し、お客様との関係を深めるソリューションを構築・拡張をおこなう
  • 当社のプラットフォームを学び、サイバーセキュリティのトピックを習熟し、当社が価値を提供する機能領域（SOC、IR、脆弱性管理、GRC）についてよく理解する。
  • カスタマージャーニー（お客様の行動プロセス）を管理し、ユーザーに対する当社の価値を最大化する
  • カスタマーエクスペリエンスに関するお客様の声を定期的に収集、分析、共有する

必要な経験・知識：

  • 東京オフィスでの勤務が可能な方
  • 言語：日本語（流暢〜母国語レベル）および英語（会話レベル）
  • コミュニケーションおよび/またはカスタマーサクセスプログラムの計画と実施の経験
  • 顧客重視の成果を提供した経験
  • プレゼンテーションとファシリテーションのスキル
  • プログラム管理能力
  • お客様のニーズを収集し理解する能力
  • 積極的、協調的、精力的に、インパクトを与える意欲のある方

その他のスキル (必須ではないが望ましい)：

  • 3年以上のSaaS経験（顧客とのコミュニケーションに関する専門知識を含む）
  • Salesforce.com、Gainsightの経験



Why should you join Recorded Future?
Recorded Future employees (or “Futurists”), represent over 40 nationalities and embody our core values of having high standards, practicing inclusion, and acting ethically. Our dedication to empowering clients with intelligence to disrupt adversaries has earned us a 4.8-star user rating from Gartner and more than 45 of the Fortune 100 companies as clients.

Want more info? 
Blog & Podcast: Learn everything you want to know (and maybe some things you’d rather not know) about the world of cyber threat intelligence
Instagram & Twitter: What’s happening at Recorded Future
The Record: The Record is a cybersecurity news publication that explores the untold stories in this rapidly changing field
Timeline: History of Recorded Future
Recognition: Check out our awards and announcements

We are committed to maintaining an environment that attracts and retains talent from a diverse range of experiences, backgrounds and lifestyles.  By ensuring all feel included and respected for being unique and bringing their whole selves to work, Recorded Future is made a better place every day.

If you need any accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to our recruiting team at careers@recordedfuture.com 

Recorded Future is an equal opportunity and affirmative action employer and we encourage candidates from all backgrounds to apply. Recorded Future does not discriminate based on race, religion, color, national origin, gender including pregnancy, sexual orientation, gender identity, age, marital status, veteran status, disability or any other characteristic protected by law.

Recorded Future will not discharge, discipline or in any other manner discriminate against any employee or applicant for employment because such employee or applicant has inquired about, discussed, or disclosed the compensation of the employee or applicant or another employee or applicant.

Recorded Future does not administer a lie detector test as a condition of employment or continued employment. This is in compliance with the law of the Commonwealth of Massachusetts, and in alignment with our hiring practices across all jurisdictions.

Notice to Agency and Search Firm Representatives:
Recorded Future will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Recorded Future, including those sent to our employees or through our website, will become the property of Recorded Future. Recorded Future will not be liable for any fees related to unsolicited resumes.

Agencies must have a valid written agreement in place with Recorded Future's recruitment team and must receive written authorization before submitting resumes. Submissions made without such agreements and authorization will not be accepted and no fees will be paid.

 

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Recorded Future – Candidate Privacy Notice *

This candidate privacy notice explains who we are, why and how we process personal data relating to candidates and, if you are the subject of any of the personal data concerned, your rights and our contact details if you want further information or help.

When you apply for a job on www.recordedfuture.com the personal data contained in your application will be collected and processed by Recorded Future, Inc. (“we, us, our”). For the purposes of European Economic Area data protection law, (the "Data Protection Law"), the data controller is: Recorded Future, Inc., 363 Highland Avenue, Somerville, MA 02144, recruiting@recordedfuture.com ("Controller"). Our data protection officer is Frederic Wolens, who can be contacted at privacy@recordedfuture.com

We may process personal data relating to you that we have either obtained from you, or obtained from a third party including your previous or existing employers or reference agencies.  

Personal data we may collect from you:

-Your name and contact information (home address, home phone number, personal mobile number, personal email address).
-Your country of residence, citizenship, passport information and information relevant to your right of residence or right to work.
-Your date of birth.
-Your national insurance or social security details, or other similar information that is used by the government to identify you.
-Your gender.
-Your bank account information or other related financial details.
-Details of your education and previous employment history.
-Your driver's license and related information
-Your photograph.

We may process special categories of information relating to you. The processing of this information is strictly controlled by applicable law and will only be processed in limited circumstances, and may include:

Information relating to your physical characteristics, health or any disabilities, where this is relevant to your occupation or employment (for example, for the purposes of occupational health).

Information relating to your marital status, racial characteristics or sexual orientation where this is relevant to, for example, diversity monitoring.  This will normally only be processed with your consent in which case you are free to choose to provide this information, or not.

Your personal data will be processed for our legitimate interests for the purpose of managing our recruitment related activities, which include the setting up and conducting of interviews and tests for applicants, evaluating and assessing the results thereto and the selection of applicants for employment. As part of the recruitment and hiring processes we will need to process your personal data for the performance of a contract where we have offered you a position with our company.

Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by us to help manage our recruitment and hiring process on our behalf. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site. Because the European Union Commission has determined that United States data privacy laws do not ensure an adequate level of protection for personal data collected from EU data subjects, the transfer will be subject to appropriate additional safeguards under the EU-US Privacy Shield.

Your personal data will be retained by us for as long as we decide that it is necessary to evaluate your application and determine whether to make you an offer of employment. After which it will be deleted or archived except to the extent that it is necessary for us to continue to process it for the purpose of compliance with legal obligations to which we are subject or for another legitimate and lawful purpose.

Under the GDPR, you have the right to request (i) access to your personal data, (ii) that your personal data be rectified or erased; and (iii) that processing of your personal data be restricted. You also have the right to data portability. In addition, you may lodge a complaint with your local supervisory authority. The Information Commissioner is the supervisory authority in the UK and can provide further information about your rights and our obligations in relation to your personal data.

Select...
Select...
Select...

Voluntary Request to Self Identify (APJ)

Recorded Future values and understands the benefits of a diverse workforce and, as such, are committed to hiring the best talent from a wide range of diverse backgrounds and characteristics.

To provide us the insight necessary to understand the diversity make-up of the talent we are attracting, we offer our applicants the option to voluntarily complete a short, confidential and anonymous survey.  

Should you volunteer to provide your details, the information will not be held or associated with your job application and are only used for internal analysis purposes.  Please only provide details where you are comfortable to do so and are in line with local law in your jurisdiction.  Your decision to participate is not known and has no correlation to your job application in any way. 

Thank you in advance for your support in our commitment to continuously strive towards a diverse workforce. 

Select...
Select...