Head of Customer Success

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.

• 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.

• 7+ years of experience in customer success, account management, or related customer-facing roles.
• 4+ years of people management experience, preferably leading Customer Success management teams (second-line management).
• Native-level Japanese fluency and business-level English proficiency.
• Demonstrated success building and scaling customer success programs.
• Experience managing complex customer relationships and high-value accounts.
• Strong analytical skills and experience with customer success metrics and KPIs.
• Ability to work effectively in a fast-paced, high-growth SaaS environment.
• Experience with change management and driving organizational alignment.
• Comfort operating across time zones and collaborating with global teams.
• Experience owning and managing a revenue number.

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.

If you need accommodations or assistance due to a disability, please reach out to us using the provided form. We may provide accommodations for travel limitations or other needs during hiring. Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. Germany Applicants: (m/f/d) - link to HubSpot's Career Diversity page. India Applicants: link to HubSpot India's equal opportunity policy.

HubSpot (NYSE: HUBS) is an AI-powered customer platform with software, integrations, and resources that connect marketing, sales, and service. HubSpot’s platform enables businesses to grow faster by focusing on customers. Our culture emphasizes Solve for the Customer, Be Bold, Learn Fast, Align, Adapt & Go, and Deliver with HEART. We value flexibility and connection, and aim to help employees grow so customers grow too.

Recognized globally for our culture, HubSpot is headquartered in Cambridge, MA, with offices worldwide.

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