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.

About the Role

• 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 Be Doing

• 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'll need
• -
• 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