Senior Customer Success Manager
outsystems · Japan - Tokyo ·
- Seniority
- Senior
- Employment
- Contract
- Category
- Customer success
- Experience
- 8+ years
- Company size
- 1000+
There are NO limits to your career: come shape the future and be part of a truly unique global culture at OutSystems!
About OutSystems
At OutSystems, we are accelerating digital transformation globally by empowering organizations to build enterprise-grade applications quickly and efficiently. As we continue to expand our footprint in Japan, we are looking for a dedicated and strategic Senior Customer Success Manager (Senior CSM) to join our Tokyo team.
In this role, you will serve as a trusted advisor to our most strategic enterprise clients, guiding them through their digitalization journeys and helping them maximize the value of the OutSystems platform.
Position Overview
Role Title: Senior Customer Success Manager
Location: Tokyo, Japan (Hybrid/Office-based)
Employment Type: Full-time, Permanent (正社員 - Shachain)
Language Requirements: Native-level/Fluent Japanese (JLPT N1 or equivalent) and Business-level English
Key Responsibilities (職務内容)
As a Senior CSM, you will manage a portfolio of Tier 1 and Tier 2 strategic accounts across multiple industry segments. Your core mission is to drive deep product adoption, retention, and long-term customer loyalty.
Strategic Account Management: Develop and execute comprehensive Customer Success Plans tailored to each client's unique business goals and digital maturity.
Trusted Advisory: Provide customers with deep business, technical, and product knowledge to ensure successful platform adoption and organizational scaling (including the development of an OutSystems Center of Excellence).
Cross-Functional Collaboration: Partner closely with Account Executives (Sales) and Technical Success Managers to identify, nurture, and secure contract renewals and growth opportunities.
Voice of the Customer (VoC): Act as a strong advocate for Japanese enterprise clients. Actively gather, quantify, and translate local customer feedback and product requirements to our global Product Management teams.
Executive Engagement: Establish strong, trusted relationships with C-level executives and IT leadership through regularly cadenced communication, including Quarterly Business Reviews (QBRs) and strategic alignment meetings.
Internal Mentorship: Work alongside Customer Success leadership to define, refine, and champion best practices for account management within the regional team.
Qualifications & Requirements (応募資格・条件)
We are seeking a highly professional, technically-minded relationship builder who thrives in cross-cultural environments.
Professional Experience: 8+ years of experience in a customer-facing role within the IT/Software industry (e.g., Customer Success, Technical Account Management, Solutions Architecture, or Professional Services).
Enterprise & SaaS Expertise: Proven track record of managing large, complex enterprise accounts within a SaaS or subscription-based revenue model.
Technical Aptitude: Strong familiarity with corporate IT infrastructure, enterprise software development processes, and complex digital transformation projects.
Analytical Skillset: A data-driven approach to tracking, measuring, and forecasting customer health, adoption metrics, and retention revenue.
Global Mindset: Demonstrated ability to collaborate effectively across diverse geographies, time zones, and corporate cultures.
Education: Bachelor’s degree or equivalent work experience.
Language Proficiency: * Japanese: Native or bilingual proficiency (written and verbal) is mandatory for managing local enterprise clients and building deep trust.
English: Business-level proficiency (written and verbal) to collaborate with global product, engineering, and leadership teams.
What We Offer (待遇・福利厚生)
Competitive base salary with a compelling incentive structure.
Social Insurance fully covered (Health Insurance, Employee's Pension, Employment Insurance, and Industrial Accident Compensation Insurance).
Flexi- Allowance
Paid annual leave, continuous career development, and a diverse, global workplace culture.
More about OutSystems
OutSystems is a leading AI Development Platform built for the enterprise. Global organizations trust OutSystems to rapidly build mission-critical apps and agents, modernize legacy processes with agentic systems, and govern their entire AI portfolio across complex regulatory environments, all on one unified platform.
As the future becomes agentic, our customers need us now more than ever. While AI has opened the door to extraordinary possibilities, most large organizations find themselves stuck on one side of the "enterprise gap" because AI by itself doesn't solve their complex use cases and business challenges. OutSystems bridges the "enterprise gap" by combining the speed of generative AI with a deterministic, enterprise-grade framework. We provide the tools for teams of any size to deliver high-quality, reliable AI solutions that drive real business impact.
We are looking for passionate, talented, and motivated people to join us as we empower organizations to build, deploy, and scale the next generation of enterprise software. While we are leading the charge into the agentic era, our mission is broader: we are the platform enterprise leaders trust to evolve their entire business, accelerating innovation through secure, governed human-AI collaboration.
OutSystems is a global company, with more than 900k developer community members, 1,700 employees, more than 600 partners, and thousands of active customers in over 75 countries and across 21 industries. Founded in 2001, OutSystems now has offices in the United States, United Kingdom, the Netherlands, Portugal, Germany, the UAE, Japan, Hong Kong, Malaysia, Australia, India, and Singapore, and includes a thriving, worldwide community of remote employees.
Our customers are some of the world's most recognizable brands across diverse industries— such as Toyota, Heineken, Bosch, KeyBank, and UCLA—who trust OutSystems to deliver ROI and transformational impact.
Consistently recognized as a leader by top analyst firms Gartner, IDC and Forrester, OutSystems continues to shape the future of enterprise software development in the agentic era. We are proud to be named a leader in more than 100 categories on G2, including #1 in Customer Satisfaction in Enterprise Low Code Development, and most recently as a leader in AI Agent Building in the G2 Spring 2026 Reports.
Working at OutSystems
Our culture is built on our core values of Trust, Customer Success, Innovation, and Alignment. We operate as one global OutSystems team, taking ownership to pursue our vision of being the AI platform enterprise leaders trust to build, secure, and evolve their most critical applications and systems.
What do we have to offer you?
A company at the vanguard of the agentic revolution, where we don’t just react to AI innovation—we architect it. Joining OutSystems means stepping onto a high-growth rocket ship that combines the fearless agility of a startup with the sophisticated, global foundation of an enterprise powerhouse.
Real growth opportunities. We don't just talk about development; we invest in it through structured programs designed to scale your expertise. Whether you are aiming for vertical progression, exploring lateral moves into new domains, or mastering specialized AI skills through our Professional Development Fund and Internal Mobility Program, we provide the resources to get you there.
A global collective of world-class talent, where you’ll collaborate with enterprise software legends and sought-after thought leaders. At OutSystems, our industry experts aren't just visionaries—they are accessible, approachable mentors who are deeply invested in your growth as we architect the agentic future together.
OutSystems nurtures an inclusive culture where talented individuals from all backgrounds are empowered to learn, experiment and make an impact. . We believe that driving our next phase of growth requires the radical creativity that only comes from diverse perspectives. We are committed to building a team as global and diverse as the organizations we serve, ensuring every individual can perform to their full potential. As an equal opportunity employer, all qualified applicants receive equal consideration regardless of race, origin, religion, sex, sexual orientation, gender identity, disability, veteran status, or any other protected status.