Director, Customer Success

职位要求 / 描述

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 v

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