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Customer Success Manager (GTM)

Sakana AI· GTM / Customer Success
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Hybrid (Japan and global)full-time or contract (24+ hours/week)Posted 1w ago

About the role

First dedicated Customer Success member of the GTM team, responsible for post-deployment customer success for Sakana Marlin (enterprise agents), Sakana Fugu, and Sakana Namazu deployments, spanning Japan and global enterprise/government customers.

Responsibilities

  • Own the post-deployment relationship for assigned enterprise and government accounts: agree success plans around outcomes the customer defines, engage executive sponsors, and run regular business reviews
  • Drive adoption: onboarding, user enablement and expansion of use cases across departments; monitor usage, maintain account health scores and spot underuse early
  • Manage renewal and expansion together with Sales: renewal forecasts, risk and expansion opportunities, with clear rules for who leads what
  • Define the standard handover from deployment to Customer Success, including success criteria, documentation and who leads what after go-live
  • Be the customer’s counterpart for how the product behaves: guide best practices for use, orchestration and evaluation, coordinate with Support on incidents with clear customer communication, and escalate issues to product and research teams
  • Build the Customer Success foundation in Japanese and English: playbooks, health metrics and onboarding templates, with Marketing Operations, using the CRM as the system of record
  • Work with SI partners so that customers deployed by partners receive the same success experience
  • With customer consent and within confidentiality limits, identify customers for cases and references together with Enterprise Marketing
  • Feed structured customer feedback back to product and research teams
  • Drive seamless collaboration across global teams and markets utilizing both Japanese and English

Qualifications

  • 6+ years of experience in customer success, consulting, solutions architecture or similar customer-facing roles for enterprise B2B software, ideally AI, data or developer platforms
  • Experience owning retention and expansion outcomes for subscription or consumption-based products
  • Experience working with security- and compliance-conscious customers such as financial institutions or government agencies in Japan and globally, and the ability to write and present at executive level in both Japanese and English
  • Enough technical understanding of AI products to guide customers on how to use them and to discuss behavior with engineers and researchers. Ability to learn with AI tools and ensure accuracy when communicating to customers
  • Ability to use usage data to define health scores and decide where to act
  • Ability to autonomously drive initiatives and create playbooks in a fast-paced startup environment
  • Native or professional fluency in both Japanese and English
  • Preferred: experience supporting LLM or generative AI deployments; experience supporting customers whose deployments were delivered by SI partners; experience building a CS function from its first hire; experience managing accounts across multiple regions

Skills

Required:Customer relationship managementAdoption and onboardingRenewals and expansion managementAI product literacyData-driven health scoringPlaybook creation

Benefits

  • CV and cover letter must be submitted in English
  • Assignment after initial screening
  • Full-time or contract (24+ hours/week)
Last updated Oct 25, 2026. Interested? Apply on the company site.

About Sakana AI

Building Frontier AI in Japan

We are creating a new kind of foundation model based on nature-inspired intelligence.

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