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Director, Customer Success at kraken123: Tokyo, Japón; Presencial. JobGrid adds normalized role facts, source context, and a path to the employer application page so candidates can compare the listing before applying.
- Location and workplace: Tokyo, Japón, Presencial
- Source freshness: checked by JobGrid on 2026-05-31.
- Application path: candidates continue to the employer application page with non-personal referral tags.
About the Role
As Director, Customer Success – Japan, you will lead Kraken’s most strategic client relationships in Japan while building and shaping our Customer Success presence in the region.
This is a high-impact role at the intersection of technology, transformation, and long-term client partnerships.
You will operate both as a Client Partner for key accounts and as the regional leader for Customer Success in Japan.
This role is critical to Kraken’s success in Japan as we expand our presence, build long-term partnerships with utilities, and adapt our model to local market dynamics.
Why This Role Matters
Japan is a key growth market for Kraken.
This role is central to building long-term, trusted client relationships, delivering successful client outcomes, and establishing Kraken’s Customer Success model in the region.
You will play a foundational role in shaping how we operate and grow in Japan.
Reporting Line
Initial reporting line will be the Director, Customer Success, APAC though this role will have a close working relationship with the Global VP Customer Success.
What You’ll Be Doing
Own and lead strategic relationships with key clients in Japan
Serve as a trusted advisor to senior stakeholders (C-level and senior leadership)
Drive both executive engagement and day-to-day delivery alignment
Build deep understanding of client business priorities, regulatory environment, and operational challenges
Partner deeply with Technical Account Managers (TAMs), Delivery and Transformation Directors, and Product and Engineering teams
Ensure clients achieve meaningful business outcomes, realize full value from Kraken, and are successful and referenceable
Drive adoption and scaling of Kraken’s platform
Connect Kraken’s technology, operating model, and cultural approach to client transformation goals
Work in close partnership with Delivery and Transformation Directors to guide clients through migration and ensure a strong transition into long-term operation
Maintain continuity and alignment from delivery through to Customer Success
Support clients through operational change, digital transformation, and long-term platform adoption
Lead clients through major escalations and critical issues
Act as a calm, credible leader in high-pressure situations
Partner closely with TAMs to understand technical impact, align on resolution strategy, and represent both business and technical perspectives
Work with Delivery and Engineering teams to resolve issues, protect relationships, and maintain client confidence
Manage commercial relationships across your accounts
Identify and shape expansion opportunities, new product adoption, and long-term growth
Align Kraken’s capabilities to evolving client needs
Build and develop Kraken’s Customer Success presence in Japan
Establish ways of working, operating standards, and a regional execution model
Scale processes across clients while maintaining quality and consistency
Drive regional success:
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Partner with leaders across TAM, Delivery, Engineering, Product, and Sales
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Contribute to regional planning, performance tracking, and growth
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Maintain visibility into client health, risks, and opportunities
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Support delivery success and long-term customer outcomes
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Operate as a cross-functional leader:
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Align priorities across teams and resolve competing demands
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Influence without authority in a matrixed environment
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Ensure Kraken shows up as one coordinated partner to clients
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Partner with global leaders to ensure alignment with Kraken’s operating model and consistency across regions
-
-
Partner with leaders across TAM, Delivery, Engineering, Product, and Sales
Contribute to regional planning, performance tracking, and growth
Maintain visibility into client health, risks, and opportunities
Support delivery success and long-term customer outcomes
Operate as a cross-functional leader:
-
Align priorities across teams and resolve competing demands
-
Influence without authority in a matrixed environment
-
Ensure Kraken shows up as one coordinated partner to clients
-
Partner with global leaders to ensure alignment with Kraken’s operating model and consistency across regions
-
Align priorities across teams and resolve competing demands
Influence without authority in a matrixed environment
Ensure Kraken shows up as one coordinated partner to clients
Partner with global leaders to ensure alignment with Kraken’s operating model and consistency across regions
How You’ll Work
Thrive in a fast-paced, evolving environment
Balance global strategy, regional nuance, and client-specific needs
- Demonstrate strong judgment in prioritization, stakeholder management, and decision-making
- Move fluidly between strategy and execution
What you'll need
Enterprise client leadership: Experience managing complex, enterprise B2B client relationships
Transformation mindset: Ability to guide clients through operational and cultural change
Technology & product fluency: Strong understanding of SaaS platforms and technical delivery environments
Energy & utilities experience (preferred): Experience in utilities, energy retail, or similar industries
Executive presence: Trusted advisor to senior leaders; able to influence and challenge constructively
Regional and cultural fluency:
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Fluency in Japanese and English required
- Strong understanding of Japanese business culture
- Ability to operate effectively across global and local teams
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Fluency in Japanese and English required
- Strong understanding of Japanese business culture
- Ability to operate effectively across global and local teams
Our Values
Customer Obsession – We focus relentlessly on client outcomes
Freedom & Responsibility – We empower people and expect accountability
- Get Shit Done – We prioritize action and execution
Purple – We stay human, curious, and collaborative