Director, Customer Success
Tokyo, Japan Hybrid
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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. 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.
What you'll bring
- 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
- Executive presence: Trusted advisor to senior leaders
- able to influence and challenge constructively
- Fluency in Japanese and English required
- Strong understanding of Japanese business culture
- Ability to operate effectively across global and local teams
- Energy & utilities experience (preferred): Experience in utilities, energy retail, or similar industries