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Head of Customer Success
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Head of Customer Success - Japan
role at
The Hustle
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Join to apply for the
Head of Customer Success - Japan
role at
The Hustle
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,
