Director, Customer Success Commercial 🤝 Customer Success Tokyo Tokyo Full-time Help us use technology to make a big green dent in the universe! Kraken powers some of the most innovative global developments in energy. We’re a technology company focused on creating a smart, sustainable energy system. From optimising renewable generation, creating a more intelligent grid and enabling utilities to provide excellent customer experiences, our operating system for energy is transforming the industry around the world in a way that benefits everyone. It’s a really exciting time in energy. Help us make a real impact on shaping a better, more sustainable future. 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. 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. 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. Are you ready for a career with us? We want to ensure you have all the tools and environment you need to unleash your potential. If you have any specific accommodations or a unique preference, please contact us at inclusion@kraken.tech and we'll do what we can to customise your interview process for comfort and maximum magic! Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we hire. Across Kraken, we're looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. 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. Our (i) Applicant and Candidate Privacy Notice and Artificial Intelligence (AI) Notice, (ii) Website Privacy Notice and (iii) Cookie Notice govern the collection and use of your personal data in connection with your application and use of our website. These policies explain how we handle your data and outline your rights under applicable laws, including, but not limited to, the General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA). Depending on your location, you may have the right to access, correct, or delete your information, object to processing, or withdraw consent. By applying, you acknowledge that you’ve read, understood and consent to these terms What You’ll Be Doing

Client Partner – Strategic Account Leadership

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

Client Value Realization & Transformation

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

Escalation Leadership & Risk Management

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

Commercial Management & Growth

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

Regional Leadership – Customer Success (Japan)

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:
- 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

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:
- Fluency in Japanese and English required
- Strong understanding of Japanese business culture
- Ability to operate effectively across global and local teams

Our Values

At Kraken, we’re guided by:

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

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