Director, Customer Success

Help us use technology to make a big green dent in the universe!

Kraken powers some of the most innovative global developments in energy.

We’re a technology company focused on creating a smart, sustainable energy system. From optimising renewable generation, creating a more intelligent grid and enabling utilities to provide excellent customer experiences, our operating system for energy is transforming the industry around the world in a way that benefits everyone.

It’s a really exciting time in energy. Help us make a real impact on shaping a better, more sustainable future.

🏡 Where you'll fit in As Director, Customer Success – Japan, you will lead Kraken’s most strategic client relationships in Japan while building and shaping our Customer Success presence in the region. This is a high-impact role at the intersection of technology, transformation, and long-term client partnerships. You will operate both as a Client Partner for key accounts and as the regional leader for Customer Success in Japan. This role is critical to Kraken’s success in Japan as we expand our presence, build long-term partnerships with utilities, and adapt our model to local market dynamics.

Why This Role Matters Japan is a key growth market for Kraken. This role is central to building long-term, trusted client relationships, delivering successful client outcomes, and establishing Kraken’s Customer Success model in the region. You will play a foundational role in shaping how we operate and grow in Japan. Reporting Line Initial reporting line will be the Director, Customer Success, APAC though this role will have a close working relationship with the Global VP Customer Success.

🚀 What you’ll own 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 bring to the party 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

Kraken is a certified Great Place to Work in France, Germany, Spain, Japan, Australia, and USA. In the UK we are one of the Best Workplaces on Glassdoor with a score of 4.5. Check out our Welcome to the Jungle site (FR/EN) to learn more about our teams and culture.

Are you ready for a career with us? We want to ensure you have all the tools and environment you need to unleash your potential. If you have any specific accommodations or a unique preference, please contact us at inclusion@kraken.tech and we'll do what we can to customise your interview process for comfort and maximum magic!

Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we hire. Across Kraken, we're looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. We consider all applicants without regard to race, colour, religion, national origin, age, sex, gender identity or expression, sexual orientation, marital or veteran status, disability, or any other legally protected status. 

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