Customer Success Manager - CRM Suite

Veeva Systems is a mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster. As one of the fastest-growing SaaS companies in history, we surpassed $3B in revenue in our last fiscal year with extensive growth potential ahead. At the heart of Veeva are our values: Do the Right Thing, Customer Success, Employee Success, and Speed. We're not just any public company – we made history in 2021 by becoming a public benefit corporation (PBC), legally bound to balancing the interests of customers, employees, society, and investors. Join us in transforming the life sciences industry, committed to making a positive impact on its customers, employees, and communities. The Role Veeva is looking for a Customer Success Manager (CSM) to join our team in Japan, focused on ensuring the success of our customers utilizing Vault CRM suite products. We're seeking proactive individuals with deep life sciences expertise who are eager to help customers maximize the value of their Veeva solutions. As a key member of our CSM team, you'll work closely with customers, acting as a trusted advisor for their CRM related initiatives. In this role, you'll be responsible for fostering strong customer relationships, understanding their success criteria, and guiding them in adopting best practices to achieve their business goals with the CRM suite. You'll proactively identify opportunities for improvement, drive solution adoption, and ensure our customers gain maximum value from their investment. Additionally, you'll proactively track necessary feature enhancements related to Japanese commercial and medical requirements and collaborate with the Product Management team to gather product feedback from customers. This is a full-time permanent role based in our Japan office. This is a highly customer-facing position, and while your primary work location will be the Japan office, you should be able to travel to customer sites as needed with

What You’ll Do: Independently lead customer engagements as a primary contact from “go live” onward Understand the customer, their strategic objectives, and challenges related to their day-to-day commercial operations and the use of CRM suite products, ensuring their success and maximizing the value they derive from our solutions. Serve as a trusted advisor for a portfolio of key customers utilizing CRM suite products in Japan, building strong relationships with their application owners and strategic stakeholders. Proactively track and understand necessary feature enhancements related to Japanese commercial requirements for CRM suite products and collaborate closely with the Product Management team to gather product feedback from customers in Japan. Provide strategic guidance to customers on best practices for CRM suite products, helping them streamline their processes and achieve their business goals. Act as the primary liaison between the customer and various Veeva teams (Account Partner, Business Consulting, Product, Support, Services) to address customer needs and ensure a seamless experience. Facilitate cross-customer connections within the Japanese life sciences industry for collaboration opportunities and industry learning. Communicate effectively about product release information and roadmaps, translating complex technical information into clear, understandable insights for diverse customer audiences. This includes delivering product updates, demonstrating new features, and articulating the value proposition of CRM suite product enhancements. Lead CRM related communities with Strategy and Product for CRM suite existing customers. This community is to foster a vibrant, knowledgeable, and engaged group of commercial professionals. It will serve as a collaborative space for CRM suite customers to share insights, engage in educational sessions, and discuss regulatory updates and technical challenges. Requirements: 5+ years of experience in a customer-facing role