Head of Customer Success - Japan

Singapore
Permanent
Full-time

1 month ago

The Senior Manager, Customer Success - Japan will be responsible for leading and managing HubSpot's Japanese-speaking Upmarket and Scaled teams while driving strategic customer success initiatives across the JAPAC region. This role requires exceptional leadership skills, deep customer success expertise, and native-level Japanese fluency to ensure our Japanese customers receive world-class support and strategic guidance. The position reports directly to the Director, Upmarket Customer Success in JAPAC (based in Sydney) and is a leader of leaders.This is a senior leadership role requiring an individual who can build and scale high-performing teams, navigate complex customer relationships in the Japanese market, and drive strategic initiatives that impact customer outcomes and business growth. This position brings strategic oversight, team leadership, and operational excellence to our most important Japanese customer relationships.In this role, you'll get to:Team Leadership & Development:

Lead, mentor, and develop a team of managers and some individual contributors across Upmarket and Scaled functions
Build and scale teams to support a growing Japanese customer base and evolving business needs
Establish performance metrics, goals, and development plans for team members
Foster a culture of customer obsession and continuous improvement within the Japanese CS teams

Strategic Customer Success Management:

Oversee customer success strategies for Japanese enterprise and mid-market accounts
Drive customer retention, expansion, and advocacy initiatives across the Japanese market, owning and managing revenue for the team in Japan
Analyze customer health metrics and develop action plans to improve customer outcomes
Partner with Japanese customers on strategic initiatives and business transformation projects

Cross-Functional Collaboration:

Work closely with Sales, Marketing, Support and Product teams to ensure a seamless customer experience
Collaborate with global Customer Success leadership on best practices and strategic initiatives
Partner with JAPAC leadership team on regional growth strategies and market expansion
Coordinate with Product and Engineering teams on Japanese market requirements and feedback

Operational Excellence:

Develop and refine processes for customer success operations in the Japanese market
Analyze team performance metrics and drive continuous improvement initiatives
Implement scalable solutions for customer onboarding, adoption, and expansion
Support pricing and packaging decisions specific to the Japanese market

We are looking for people who:

Have 7+ years of experience in customer success, account management, or related customer-facing roles
Have 4+ years of people management experience, preferably leading Customer Success management teams (second-line management)
Native-level Japanese fluency and business-level English proficiency
Have demonstrated success building and scaling customer success programs
Are comfortable managing complex customer relationships and high-value accounts
Have strong analytical skills and experience with customer success metrics and KPIs
Can work effectively in a fast-paced, high-growth SaaS environment
Have experience with change management and driving organizational alignment
Are comfortable operating across time zones and collaborating with global teams
Have owned and managed a revenue number

What You'll Bring:The ideal candidate will have a strong background in customer success leadership within a SaaS company, with specific experience managing teams and driving customer outcomes in the Japanese market. You should be comfortable operating in ambiguous situations, making strategic decisions, and driving results through team leadership and cross-functional collaboration.This role offers the opportunity to directly impact HubSpot's growth in the Japanese market while building and leading a world-class customer success organization. You'll work closely with regional leadership, cross-functional teams, and our most important Japanese customers to ensure exceptional outcomes and continued business growth.Language Requirements: Native or near-native fluency in Japanese is required. Strong English communication skills are also essential for collaboration with global teams.Location: This role is based in our Tokyo or Singapore office with regular collaboration with JAPAC leadership in Sydney.We know the and can get in the way of meeting spectacular candidates, so please don't hesitate to apply - we'd love to hear from you.If you need accommodations or assistance due to a disability, please reach out to us .At HubSpot, we value both flexibility and connection. Whether you're a Remote employee or work from the Office, we want you to start your journey here by building strong connections with your team and peers. If you are joining our Engineering team, you will be required to attend a regional HubSpot office for in-person onboarding. If you join our broader Product team, you'll also attend other in-person events such as your Product Group Summit and other gatherings to continue building on those connections.If you require an accommodation due to travel limitations or other reasons, please inform your recruiter during the hiring process. We are committed to supporting candidates who may need alternative arrangementsMassachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.Germany Applicants: (m/f/d) - link to HubSpot's Career Diversity page .India Applicants: link to HubSpot India's equal opportunity policy .About HubSpotHubSpot (NYSE: HUBS) is an AI-powered customer platform with all the software, integrations, and resources customers need to connect marketing, sales, and service. HubSpot's connected platform enables businesses to grow faster by focusing on what matters most: customers.At HubSpot, bold is our baseline. Our employees around the globe move fast, stay customer-obsessed, and win together. Our culture is grounded in four commitments: Solve for the Customer, Be Bold, Learn Fast, Align, Adapt & Go!, and Deliver with HEART. These commitments shape how we work, lead, and grow.We're building a company . We focus on brilliant work, not badge swipes. By combining clarity, ownership, and trust, we create space for big thinking and meaningful progress. And we know that when our employees grow, our customers do too.Recognized globally for our award-winning culture by Comparably, Glassdoor, Fortune, and more, HubSpot is headquartered in Cambridge, MA, with employees and offices around the world.Explore more:By submitting your application, you agree that HubSpot may collect your personal data for recruiting, global organization planning, and related purposes. Refer to HubSpot's for details on data processing and your rights.

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