Overview

Senior Manager, Customer Success - Japan leads and manages HubSpot's Japanese-speaking Upmarket and Scaled teams and drives strategic customer success initiatives across the JAPAC region. This is a senior leadership role requiring exceptional leadership, deep customer success expertise, and native-level Japanese fluency to ensure world-class support and strategic guidance for Japanese customers. The position reports to the Director, Upmarket Customer Success in JAPAC (based in Sydney) and is a leader of leaders. This role focuses on building and scaling high-performing teams, navigating complex customer relationships in the Japanese market, and driving initiatives that impact customer outcomes and business growth.

Responsibilities

• Lead, mentor, and develop a team of managers and, in some cases, 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 customer success 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 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 Tokyo or Singapore with regular collaboration with JAPAC leadership in Sydney.

We know the confidence gap and impostor syndrome can get in the way of meeting spectacular candidates, so please don't hesitate to apply - we'd love to hear from you.

Accommodations: If you need accommodations or assistance due to a disability, please reach out to us using this form.

Equal Opportunity: HubSpot, Inc. is an equal opportunity employer. We consider all candidates without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, ancestry, disability, veteran status, or any other legally protected characteristics. Completion of any voluntary information is confidential and will not affect your candidacy.

About HubSpot

HubSpot (NYSE: HUBS) is an AI-powered customer platform with software, integrations, and resources to connect marketing, sales, and service. HubSpot's connected platform helps businesses grow faster by focusing on customers.

At HubSpot, bold is our baseline. Our culture emphasizes solving for the customer, being bold, learning fast, aligning, adapting and going, and delivering with HEART. We're building a company where people can do their best work, with clarity, ownership, and trust to enable big thinking and meaningful progress. We are recognized globally for our culture and have offices around the world.

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