Director, Customer Success job opportunity at Workato.

Graduate Certificate

Tokyo, Japan

Tokyo....Japan

summarize with Ai

The #Director, #Customer Success #Japan will own the end-to-end customer journey for #Workato Japan. This role is accountable for ensuring customers achieve measurable business outcomes and long-term success through our platform, while driving growth via renewals, expansions, and advocacy. The leader will oversee Professional Services, Customer Success Management and Support, aligning them into one seamless customer experience function. Define and execute the CX strategy for Japan, aligned with Workato’s global vision and local market needs. __ Serve as the voice of the customer in Japan, championing improvements across product, services, and GTM. __ Build and scale a high-performing CX organization that drives adoption, retention, and expansion. __ Lead consulting and implementation #services to ensure customers achieve rapid and sustainable time-to-value. __ Develop repeatable methodologies, playbooks, and delivery standards tailored to Japan’s enterprise customer base. __ Ensure utilization, margin, and customer satisfaction targets are met. __ Own customer lifecycle management from onboarding through adoption, expansion, and renewal. __ Establish executive relationships with strategic accounts to drive business outcomes and customer #advocacy. __ Implement success planning, health scoring, and QBRs tailored to the Japanese customer context. __ Drive renewal strategy and execution to ensure high retention and net #revenue expansion. __ Partner with Sales on expansion opportunities and to de-risk at-risk renewals. __ Forecast renewals and manage churn mitigation #programs. __ Oversee customer support operations to ensure fast, localized, and high-quality resolution of customer issues. __ Advocate for Japan-specific #product requirements and escalate critical cases globally. __ Drive improvements in CSAT, NPS, and response times.