Director, Customer Success

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