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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.
Responsibilities
- 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
- 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
- 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
Requirements
- Experience managing complex, enterprise B2B client relationships
- Ability to guide clients through operational and cultural change
- Strong understanding of SaaS platforms and technical delivery environments
- Experience in utilities, energy retail, or similar industries (preferred)
- 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
- Applicants must have the right to work in the country they're applying to, at the time of application.
Skills
- Client leadership
- Transformation
- Technology fluency
- Product fluency
- Executive presence
- Regional fluency
- Cultural fluency
- SaaS platforms
- Technical delivery environments
Location
- Japan
Work Type
- Full-time
Experience Level
- Director
About the Company
- Kraken powers some of the most innovative global developments in energy.
- We create the technology that redefines utilities and unlocks a new energy system of the future.
- By optimising renewable generation, building a more intelligent grid, and empowering utilities to deliver an exceptional customer experience, our operating system is transforming the industry worldwide.
- It’s an incredibly exciting time to work in energy.
- Join us on our mission to improve the lives of ONE BILLION humans within the decade and shape a cleaner, better future for everyone.
- Kraken is a certified Great Place to Work in France, Germany, Spain, Japan, Australia, and USA.
- In the UK we are one of the Best Workplaces on Glassdoor with a score of 4.5.
- Check out our Welcome to the Jungle site (FR/EN) to learn more about our teams and culture.
Equal Opportunity
- As an equal opportunity employer, we do not discriminate on the basis of any protected attribute.
- We consider all applicants without regard to race, colour, religion, national origin, age, sex, gender identity or expression, sexual orientation, marital or veteran status, disability, or any other legally protected status.