Darktrace is a global leader in AI for cybersecurity that keeps organizations ahead of the changing threat landscape every day. Founded in 2013, Darktrace provides the essential cybersecurity platform protecting nearly 10,000 organizations from unknown threats using its proprietary AI. The Darktrace Active AI Security Platform™ delivers a proactive approach to cyber resilience to secure the business across the entire digital estate – from network to cloud to email. Breakthrough innovations from our R&D teams have resulted in over 200 patent applications filed. Darktrace’s platform and services are supported by over 2,400 employees around the world. To learn more, visit http://www.darktrace.com.

Job Description:

As the Japan Customer Success Leader, you will lead, coach, and develop a high-performing organization of CSMs dedicated to driving value and long-term success for customers in Japan whilst working closely with our partners. You will oversee the complete customer lifecycle—onboarding through renewal—ensuring measurable improvements in customer activation, adoption, retention, expansion, and satisfaction.

A critical requirement for this role is prior experience directly managing technology teams or leading Customer Success teams within the Japan market. The Japan region has unique cultural, business, and operational dynamics, and we need a leader who understands them deeply and can work seamlessly across diverse markets by balancing global requirements and nuances of working in the Japan market. You will also serve as the senior escalation point and strategic voice of the customer, collaborating closely with Professional Services, Sales, Success Engineering, Support, Channel, and other GTM partners to deliver unified, impactful customer outcomes.

This role requires exceptional communication skills and fluency in English and Japanese and ideally experience working with Salesforce and CS tools such as Gainsight.

Key Responsibilities

Leadership & Japan CS Team Management

• Lead, mentor, and develop the Japan Customer Success team, ensuring consistent excellence across all markets.
• Apply deep regional knowledge to guide customer strategy, team processes, and cross-functional alignment.
• Support career development, operational rigor, and leadership readiness across the Japan CSM organization.
• Hands on leadership driving clear direction and outcomes for the teams aligned to both the Japan and overall business strategy
• Data driven supporting regular tracking, reporting and progress on team performance with plans and execution on addressing gaps

Customer Outcomes & Operational Ownership

• Own Gross Revenue Retention and reduce churn across the Japan business.
• Drive customer value realization to support strong renewals and expansions.
• Maintain accurate forecasting across retention and growth KPIs.
• Champion a frictionless, value-driven customer journey across every touchpoint.

Cross-Functional & GTM Collaboration

• Partner closely with Sales, Renewals, Professional Services, Success Engineering, Support, and Channel to deliver cohesive customer outcomes.
• Serve as the primary escalation point for customer issues within Japan.
• Represent the voice of Japan customers to internal stakeholders and influence product, process, and strategic decisions.
• Build the CS Brand within the Japan business and ensure regular progress reporting, business reviews of Customer Success teams activities and progress against KPI’s

Strategic Execution

• Implement scalable processes to support rapid growth across Japan
• Empower the team to innovate, problem-solve, and deliver exceptional customer experiences that directly improve retention and expansion of the existing business
• Manage competing priorities with expert judgment and clarity in a dynamic, evolving environment.

Required Experience & Qualifications

• Mandatory: Direct leadership experience managing either Technology or Customer Success teams within Japan.
• Languages: Fluency in Japanese;English read, write and speak.
• Experience in Customer Success, Sales, or Project Management in an Enterprise SaaS environment.
• Proven experience in subscription-based models: renewals, negotiations, upselling, cross-selling.
• Track record of operational excellence, strategy and execution.