Senior Customer Success Manager - Japan (remote)

As a Senior Customer Success Manager at Udacity, your main responsibilities include empathizing with customers to enhance their experience, guiding customer executives through our dedicated success processes, and ensuring high levels of engagement and satisfaction. You will also train customers on Udacity's methodologies, partner with the sales team, and collaborate with cross-functional teams to devise tailor-made solutions.

To apply for the Senior Customer Success Manager position at Udacity, candidates should have 3+ years of experience in customer-facing roles, preferably in customer success, account management, or strategic consulting. Proficiency in both English and Japanese is required, along with a strong record of customer service and the ability to thrive in a fast-paced, startup environment.

A Senior Customer Success Manager at Udacity contributes to customer retention by maintaining high engagement levels, guiding customers through onboarding processes, suggesting valuable solutions to common issues, and coaching them to become self-sufficient with our products. This proactive approach fosters customer loyalty and ensuring strong renewal and upsell rates.

Essential skills for a Senior Customer Success Manager at Udacity include strong interpersonal abilities, exceptional customer service experience, proactive problem-solving, and the capability to build relationships both internally and externally. Additionally, diplomacy and the ability to remain calm under pressure are crucial for addressing customer challenges effectively.

Yes, the Senior Customer Success Manager position at Udacity is a remote role, but applicants must reside in Japan. This flexibility allows candidates to work from anywhere within the Japanese archipelago while contributing to a globally recognized organization in the tech education sector.

When answering this question, emphasize a specific instance where you diagnosed a customer's issue and implemented a solution that led to measurable improvements. Detail the steps you took, how you communicated with the customer, and the positive outcome that resulted.

Consider using the STAR method here. Describe a time when you had competing priorities. Explain the strategies you used to assess importance, communicate with stakeholders, and maintain quality customer service throughout the process.

Discuss specific relationship-building techniques, like regular check-ins, understanding client needs, and sharing relevant insights. Highlight your approach to establishing trust and showing that you have their best interests at heart.

Describe your approach to conflict resolution, emphasizing active listening, empathy, and a solution-focused mindset. Share an example that illustrates your ability to turn a challenging situation into a positive outcome.

Provide examples of customer success strategies you have devised in the past. Discuss how these strategies were implemented, the metrics used to measure success, and what impact they had on customer engagement and retention.

Talk about your commitment to continuous learning, such as reading industry publications, participating in webinars, and seeking feedback from customers. Explain how you apply this knowledge to improve your service offerings.

Discuss various methods you use, such as surveys, Net Promoter Score (NPS), direct feedback, and engagement analytics. Provide a specific example of how you have used these measurements in the past to improve customer experiences.

Outline the key components of a successful onboarding experience you developed, including personalized support, training materials used, and how you measured the success of this process. Highlight client feedback that illustrates effectiveness.

Emphasize your consultative approach to upselling, wherein you identify customer needs and recommend relevant services that add value without being pushy. Share a success story where your approach resulted in upsells.

Express your genuine passion for Udacity’s mission and values. Highlight how your skills and experiences align with the role, and mention your excitement to help transform how companies educate their workforce in cutting-edge technologies.