Customer Success - Technical Account Manager

About the role

Cohesity, a leader in AI-powered data security, is hiring a Technical Account Manager (Customer Success Manager) in Tokyo. The CSM leads the post-sales customer experience, covering technical issues and customer adoption to grow accounts. Cohesity's CSM Service ensures enterprise customers get the best value from their investment.

Key responsibilities

• Demonstrate in-depth knowledge of the client, their industry and the company to build trust and drive adoption
• Proactively highlight product and service features to meet client needs and drive utilization
• Stay current on client environment developments to spot and propose upsell opportunities
• Onboard new customers and educate early-stage client representatives
• Build and manage relationships between clients and Cohesity support teams, acting as the go-to resource for complex issues
• Advocate for clients internally, including managing high-impact cases alongside leadership
• Analyze findings, identify cross-functional dependencies and plan accordingly
• Collaborate with Solutions Architects and subject matter experts across PS, TME, PM and other areas
• Own the customer success roadmap, track goals and value delivered
• Develop Get Well Plans, track follow-ups and act as the central contact to return accounts to a healthy state across Product, Support and Escalation teams
• Keep customer success tools up to date with touchpoints, health scores, meeting notes and QBR documentation

Required profile

• Preferred: 12+ years of experience across at least two domains such as Data Protection, Virtualization, Storage, Backup or Cloud Computing
• Experience managing complex technical escalations and onboarding and training customers
• Experience leading business reviews and customer meetings, and suggesting upgrades aligned with customer needs
• Track record of identifying upsell and expansion opportunities
• Proficiency in Root Cause Analysis (RCA) documentation
• Ability to partner with Sales, Support, Renewals and other teams, and comfort with occasional off-hours support

Required skills

• Data management principles, data governance, quality and security, and data center architecture
• Expert-level product knowledge and confidence in technical discussions
• Clear, precise communication and proactive customer focus
• Ability to leverage AI tools to improve productivity and decision making

The role does not cover pre-sales activities and carries no quota responsibility. Cohesity employees within a 45-minute commute work 2-3 days a week in the office; relocation is preferred for candidates outside the area.