Kraken
energy
Director,CustomerSuccess
“Director, Customer Success at Kraken. Skills: Director, Customer Success, Client Partner – Strategic Account Leadership, Regional Leadership – Customer Success (Japan). Own and lead strategic relationships with key clients in Japan. Serve as a trusted advisor to senior stakeholders (C-level and senior leadership)”
What You'll Achieve.
Ensure clients achieve meaningful business outcomes, realize full value from Kraken, and are successful and referenceable; Drive adoption and scaling of Kraken’s platform; Connect Kraken’s technology, operating model, and cultural approach to client transformation goals; Support clients through operational change, digital transformation, and long-term platform adoption; Maintain client confidence; Identify and shape expansion opportunities, new product adoption, and long-term growth; Establish ways of working, operating standards, and a regional execution model; Scale processes across clients while maintaining quality and consistency; Drive regional success; Contribute to regional planning, performance tracking, and growth; Maintain visibility into client health, risks, and opportunities; Support delivery success and long-term customer outcomes
Industry & Context.
Ability to guide clients through operational and cultural change; Escalation Leadership & Risk Management; Lead clients through major escalations and critical issues; Resolve competing demands
What They're Looking For.
Must Have
Enterprise client leadership: Experience managing complex, enterprise B2B client relationships, Transformation mindset: Ability to guide clients through operational and cultural change, Technology & product fluency: understanding of SaaS platforms and technical delivery environments, Executive presence: Trusted advisor to senior able to influence and challenge constructively, Regional and cultural fluency: Fluency in Japanese and English required understanding of Japanese business culture, Ability to operate effectively across global and local teams
Nice to Have
Energy & utilities experience (preferred): Experience in utilities, energy retail, or similar industries
What You'll Do.
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
Drive adoption and scaling of Kraken’s platform
Connect Kraken’s technology
and cultural approach to client transformation goals
Work in close partnership with Delivery and Transformation Directors to guide clients through migration and ensure a 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
Lead clients through major escalations and critical issues
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
Manage commercial relationships across your accounts
Identify and shape expansion opportunities
Align Kraken’s capabilities to evolving client needs
Build and develop Kraken’s Customer Success presence in Japan
Establish ways of working
and a regional execution model
Scale processes across clients while maintaining quality and consistency
Drive regional success: Partner with leaders across TAM
Contribute to regional planning
Maintain visibility into client health
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.
Team & Collaboration
Partner deeply with Technical Account Managers (TAMs), Delivery and Transformation Directors, and Product and Engineering teams; 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; Drive regional success: Partner with leaders across TAM, Delivery, Engineering, Product, and Sales; 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
Communication Scope
Trusted advisor to senior stakeholders (C-level and senior leadership); Executive presence: Trusted advisor to senior able to influence and challenge constructively; Fluency in Japanese and English
Applying for this Director, Customer Success role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Lever
- Lever uses a streamlined one-page form — apply in under 5 minutes.
- LinkedIn import works well; review parsed data before submitting.
- The cover letter field is optional but visible to reviewers — use it to differentiate.
- Referral codes from employees can significantly boost visibility of your application.
ANONYMOUS · UNFILTERED
What do employees actually say about Kraken?
Real rants from real employees. Read before you apply.