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 create the technology that redefines utilities and unlocks a new energy system of the future. By optimising renewable generation, building a more intelligent grid, and empowering utilities to deliver an exceptional customer experience, our operating system is transforming the industry worldwide.

It’s an incredibly exciting time to work in energy. Join us on our mission to improve the lives of ONE BILLION humans within the decade and shape a cleaner, better future for everyone.

🏡 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