Head of Customer Success

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.

---