We’re not just building better tech. We’re rewriting how data moves and what the world can do with it. With Confluent, data doesn’t sit still. Our platform puts information in motion, streaming in near real-time so companies can react faster, build smarter, and deliver experiences as dynamic as the world around them.

It takes a certain kind of person to join this team. Those who ask hard questions, give honest feedback, and show up for each other. No egos, no solo acts. Just smart, curious humans pushing toward something bigger, together.

One Confluent. One Team. One Data Streaming Platform.

Confluent is searching for an experienced & customer-focused technical leader to manage a team of exceptional Customer Success, Services & Solution Engineering teams in Japan. Our Customer Success team is focused on ensuring the ongoing health of customers by delivering both business-focused and deeply technical guidelines to our customers as they adopt Confluent’s Data Streaming Platform. Many of these customers use Confluent’s products for strategic and mission-critical use cases and your goal will be to help your team apply business & technical expertise to help them achieve their business objectives and get full value from Confluent’s data streaming platform. In this role, you will focus on driving customer value and technical health while supporting business goals for renewal, expansion, and strategic growth.

• Lead a team of customer success personnel in Japan to provide exemplary service to the regional customer base

• Act as trusted advisor and point of escalation for customers and deliver creative solutions to leverage cross-functional resources to solve customer issues.

• Conduct management functions such as interviewing/hiring qualified candidates, conducting performance reviews, and actively participating in employee career planning to help them achieve their long-term goals, reduce churn, increase employee satisfaction, and manage underperformance

• Represent Customer Success leadership in the region by collaborating with leadership from Support, Professional Services & Sales teams to drive customer retention and expansion.

• Focus on sales, renewals & consumption KPIs and report those to business stakeholders. Continuously work to improve and scale the Customer Success organization by sharing process frameworks, tools, and best practices that can be easily adapted to increase organizational development and efficiency.

• Collaborate with sales and other field teams on addressing issues impeding customers’ success with Confluent products and expansion of use within an account

• Communicate directly with the product management and engineering teams to address issues that necessitate attention from those teams

• Regularly meet directly with customers to help manage escalations, assist sales in positioning the right service plans for their accounts, and develop relationships with key customers

• 10+ years experience in pre-sales, services, technical support, customer-facing engineering, operations, or similar environments, handling highly complex issues

• 5+ years at the Management level, managing manager and senior manager, reports providing support to large enterprise customers

• Seasoned ability to interface with all levels of management both internally and externally

• Experience building and managing a managed/SaaS service pre-sales and customer success team

• Must be capable of influencing and dealing confidently and professionally at the executive level with stakeholders internally and with customers

• Ability to respond to high-profile, high-impact customer/product escalations in a way that drives customer satisfaction and earns their trust

• Exceptional presentation and communications capabilities. Confidence presenting to a highly skilled and experienced audience, including enterprise architects and C-level executives

• Clear, consistent demonstration of self-starter behavior and autonomous work with a desire to tackle hard problems

Come As You Are

Belonging isn’t a perk here. It’s the baseline. We work across time zones and backgrounds, knowing the best ideas come from different perspectives. And we make space for everyone to lead, grow, and challenge what’s possible.

We’re proud to be an equal opportunity workplace. Employment decisions are based on job-related criteria, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by law.

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