Head of Customer Success - Japan

Location: Tokyo, Japan

Department: Account Management

About the Role

HubSpot, the world's leading CRM platform powering inbound marketing, sales, and customer service, is seeking a Head of Customer Success - Japan to lead our ambitious expansion in the APAC region. In this pivotal role, you will build and scale a world-class Customer Success team dedicated to driving adoption, retention, and growth for our Japanese customers using HubSpot's integrated flywheel platform. You'll embody our HEART culture—Humble, Empathetic, Adaptable, Remarkable, and Transparent—while navigating the unique nuances of the Japanese market to deliver remarkable outcomes that fuel our customers' success. As Head of Customer Success - Japan, you will own the end-to-end customer lifecycle strategy, from onboarding to advocacy, with a focus on maximizing value from HubSpot's Marketing, Sales, Service, and Operations Hubs. Collaborate closely with Sales and Product teams to align on inbound strategies, reduce churn through proactive health monitoring, and unlock expansion opportunities in enterprise accounts. Leverage HubSpot's analytics to inform data-driven decisions, champion customer voices for product innovation, and mentor a high-performing team in our growth-oriented environment. Joining HubSpot means thriving in a culture of innovation, transparency, and customer obsession. You'll have the autonomy to shape Japan's CS function, access to global best practices, and the tools to make a tangible impact on our mission to help millions of businesses grow better. If you're a strategic leader passionate about SaaS, CRM, and the Japanese market, apply now to help power the next wave of HubSpot growth.

Key Responsibilities

• Lead and mentor a team of Customer Success Managers focused on Japan, fostering HubSpot's high-growth, HEART (Humble, Empathetic, Adaptable, Remarkable, Transparent) culture
• Develop and execute a customer success strategy tailored to the Japanese market, driving adoption of HubSpot's CRM, Marketing Hub, Sales Hub, and Service Hub
• Own key metrics including customer retention, expansion revenue, churn reduction, and CSAT/NPS for Japan accounts
• Collaborate cross-functionally with Sales, Product, and Marketing teams to ensure seamless inbound marketing flywheel alignment for Japanese customers
• Identify and champion customer feedback loops to influence HubSpot product roadmap, with a focus on APAC localization
• Build relationships with key Japanese enterprise accounts, conducting executive business reviews and strategic planning
• Scale the Japan CS team through hiring, onboarding, and performance management in line with HubSpot's growth culture
• Analyze customer health data using HubSpot analytics and third-party tools to proactively address risks and opportunities
• Drive inbound methodology adoption among customers to maximize lifetime value and advocacy
• Represent Customer Success in Japan market strategy sessions, contributing to HubSpot's global expansion goals
• Foster a culture of continuous learning and innovation within the team, leveraging HubSpot Academy resources

Required Qualifications

• 10+ years of experience in customer success, account management, or SaaS sales, with at least 5 years in a leadership role managing teams in the APAC region
• Proven track record of building and scaling Customer Success teams in high-growth SaaS environments, ideally with CRM or inbound marketing platforms
• Deep understanding of the Japanese market, including business culture, language fluency (business-level Japanese and English), and go-to-market strategies for enterprise customers
• Experience driving customer retention, expansion, and Net Promoter Score (NPS) improvements in a subscription-based SaaS model
• Bachelor's degree in Business, Marketing, or a related field; MBA or advanced degree preferred
• Demonstrated success in collaborating with Sales, Product, and Marketing teams to align on customer lifecycle strategies
• Strong analytical skills with experience using data tools to inform customer health metrics and churn reduction
• Prior experience leading teams in Japan or APAC, with knowledge of local regulations and customer expectations in tech/SaaS

Preferred Qualifications

• Experience with HubSpot's CRM, inbound marketing, or sales enablement tools
• Previous leadership role in a hyper-growth company similar to HubSpot's culture
• Familiarity with Japanese enterprise sectors like manufacturing, finance, or e-commerce
• Certification in Customer Success Management (e.g., Gainsight or Totango)
• Experience expanding ARR through cross-sell/upsell in Japan market

Required Skills

• Strategic leadership and team building
• Customer success metrics analysis (NPS, ARR, churn)
• HubSpot CRM proficiency
• Inbound marketing expertise
• Japanese business etiquette and language fluency
• Cross-functional collaboration
• Data-driven decision making
• Executive relationship management
• SaaS renewal and expansion strategies
• Agile team management in growth environments
• Customer health scoring and predictive analytics
• Sales enablement and flywheel methodology
• APAC market knowledge
• Public speaking and presentation skills
• Problem-solving and adaptability
• Empathy and customer-centric mindset

Benefits

• Competitive salary and performance-based bonuses tied to customer success metrics
• Comprehensive health, dental, and vision insurance with generous coverage
• Unlimited PTO and flexible remote/hybrid work options tailored to Japan
• HubSpot stock options as part of our employee ownership program
• Professional development stipend for courses, conferences, and HubSpot certifications
• Wellness programs including mental health support and fitness reimbursements
• Parental leave policies exceeding industry standards
• Company-sponsored social events, team offsites, and HEART values celebrations
• Fully equipped home office setup and cutting-edge HubSpot tool access

HubSpot is an equal opportunity employer.