Customer Success Manager, Principal

Location: Tokyo, Tokyo, jp, Remote

Company Description

WHO WE ARE

Velotic is a newly-formed independent software company with a pure-play focus on industrial operations. We unite two category-defining portfolios -- ThingWorx and Kepware (formerly part of PTC) and Proficy (formerly part of GE Vernova) -- to transform industrial manufacturing, at scale. With $350M in annual revenue, a global footprint across a range of industries, a legacy customer base, and our intelligent data connectivity systems and AI solutions, we are one of the worlds largest independent software companies focused on industrial operations -- here to power the future of manufacturing.

OUR MISSION

Enabling the worlds industrial producers to do the right things right—across every shift, every plant, every day. We help manufacturers prosper by equipping them with software-defined, data-driven production systems that elevate quality, accelerate cycle times, improve resilience, and enable sustainable profit growth.

WHY THIS IS A ONCE-IN-A-CAREER OPPORTUNITY

• Lead in a market undergoing significant disruption and growth from cloud migration to edge intelligence to AI-powered industrial automation.
• Join a culture defined by ambition, authenticity, speed, teamwork, and the belief that manufacturing can meaningfully improve the world.
• Competitive benefits, compensation and long-term impact on how the world’s industrial companies operate, automate, and innovate.

Job Description

ROLE SUMMARY

Under the leadership of the Director of Customer Success Management, we are hiring a Principal Customer Success Manager to support the Customer Success Management team. This role is critical to ARR growth and retention and will be responsible for customer advocacy, account management, and churn prevention.

KEY RESPONSIBILITIES

• Lead executive-level customer engagement across a portfolio of strategic accounts, establishing trusted advisor relationships with senior business and operational stakeholders to drive long-term customer value and success.
• Own and orchestrate the post-sale customer lifecycle, including complex account transitions, executive governance programs, success planning, risk management, renewal strategy, and identification of growth and expansion opportunities.
• Drive customer adoption and business transformation initiatives through effective change management practices, ensuring alignment between customer objectives and solution realization.
• Serve as the senior customer advocate and strategic quarterback across Sales, Professional Services, Solutions Consulting, Product, Support, and partner teams to resolve complex business challenges and accelerate customer outcomes.
• Develop and deliver executive business reviews, governance frameworks, success metrics, and outcome-oriented recommendations that demonstrate measurable business impact.
• Analyze customer, product, and business performance data to identify trends, mitigate risk, influence strategic decisions, and drive continuous value realization.
• Drive accountability across internal and customer stakeholders against defined business objectives, success plans, KPIs, and contractual commitments.

Qualifications

REQUIRED QUALIFICATIONS

• Experience in manufacturing, engineering, or other technical fields is preferred
• Proven track record of successfully managing large, complex customer relationships with senior executives, including account planning, contract renewal management, and identifying opportunities for business expansion
• Demonstrated ability to guide customers through significant organizational changes, system adoption, digital transformation projects, and process improvements across multiple departments
• Strong communication and presentation skills with the ability to clearly explain complex ideas to senior executives and leadership teams
• Experience managing multiple high-value customer accounts simultaneously, with the ability to balance competing priorities and manage different stakeholder groups
• Strong analytical skills with the ability to review data, identify patterns, and provide clear recommendations that lead to measurable business results
• Ability to work independently, make sound decisions, and adapt to changing situations in a growing and dynamic business environment
• Fluent Japanese language communication skills (both written and verbal)

EDUCATION AND EXPERIENCE

• Bachelors degree in engineering, manufacturing, computer science, or equivalent professional experience; Masters degree is preferred
• 7 or more years of relevant professional experience in customer success, account management, or related fields

WORK ENVIRONMENT

• Employees can work remotely within Japan
• Travel up to 25% as needed

Additional Information

Why Join Velotic

Velotic is uniquely positioned at the intersection of industrial operations, advanced connectivity, and AI. Joining now means you can help shape:

Culture & Growth

• Build foundational People Ops systems, processes, and culture from day one.
• Work within a team defined by ambition, collaboration, authenticity, and speed.
• Influence global operating models and employee experience at scale.
  

Work-Life Balance

• Flexible work arrangements
• Discretionary Time Off (DTO)
• Global paid parental leave
• Employee Assistance Program (EAP

Join Us

Learn more at: www.velotic.com