Head of Customer Success
2 weeks ago
Overview The Senior Manager, Customer Success - Japan will lead and manage HubSpot's Japanese-speaking Upmarket and Scaled teams while driving strategic customer success initiatives across the JAPAC region. This role requires exceptional leadership, deep customer success expertise, and native-level Japanese fluency to ensure world-class support and strategic guidance for Japanese customers. The position reports to the Director, Upmarket Customer Success in JAPAC (based in Sydney) and operates as a leader of leaders. This senior leadership role focuses on building and scaling high-performing teams, navigating complex customer relationships in the Japanese market, and driving strategic initiatives that impact customer outcomes and business growth. It provides strategic oversight, team leadership, and operational excellence for HubSpot’s most important Japanese customer relationships. What You’ll Do 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. 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. 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 on regional growth strategies and market expansion. Coordinate with Product and Engineering teams on Japanese market requirements and feedback. 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 onboarding, adoption, and expansion of customers. Support pricing and packaging decisions specific to the Japanese market. Qualifications & Experience 7+ years of experience in customer success,
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Head of Customer Success
2 days ago
Singapore HubSpot Full timeThe 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...