Head of Customer Success - Japan

HubSpot, Inc; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

A leading software company is seeking a Customer Success Manager in Singapore to oversee the development of customer success strategies and lead a team focused on the Japanese market. This role requires fluency in Japanese and strong analytical skills, as well as proven experience in managing customer relationships and driving successful outcomes. The ideal candidate will contribute significantly to company growth in the region.

Qualifications

• 7+ years of experience in customer success or related roles.
• 4+ years of people management experience.
• Experience managing complex customer relationships.
• Proven success in building customer success programs.

Responsibilities

• Lead and develop a team focused on customer success.
• Oversee customer success strategies for Japanese accounts.
• Collaborate with cross-functional teams to enhance customer experience.
• Analyze performance metrics and implement improvements.

Skills

Customer success management

Analytical skills

Team leadership

Japanese fluency

English proficiency

Change management

Collaboration across time zones

Job description

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.

Accommodations

If you need accommodations or assistance due to a disability, please reach out to us.

If you require an accommodation due to travel limitations or other reasons, please inform your recruiter during the hiring process. We are committed to supporting candidates who may need alternative arrangements.

Employment Equal Opportunity

Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Germany Applicants: (m / f / d) – link to HubSpot’s Career Diversitypage.

India Applicants: link to HubSpot India’s equal opportunity policy.

Data Processing Statement

By submitting your application, you agree that HubSpot may collect your personal data for recruiting, global organization planning, and related purposes. Refer to HubSpot’s for details on data processing and your rights.