About Workato

Workato transforms technology complexity into business opportunity. As the leader in enterprise orchestration, Workato helps businesses globally streamline operations by connecting data, processes, applications, and experiences. Its AI-powered platform enables teams to navigate complex workflows in real-time, driving efficiency and agility.

Trusted by a community of 400,000 global customers, Workato empowers organizations of every size to unlock new value and lead in today’s fast-changing world. Learn how Workato helps businesses of all sizes achieve more at workato.com.

Why join us?

Ultimately, Workato believes in fostering a flexible, trust-oriented culture that empowers everyone to take full ownership of their roles. We are driven by innovation and looking for team players who want to actively build our company. 

But, we also believe in balancing productivity with self-care. That’s why we offer all of our employees a vibrant and dynamic work environment along with a multitude of benefits they can enjoy inside and outside of their work lives. 

If this sounds right up your alley, please submit an application. We look forward to getting to know you!

Also, feel free to check out why:

• Business Insider named us an “enterprise startup to bet your career on”

• Forbes’ Cloud 100 recognized us as one of the top 100 private cloud companies in the world

• Deloitte Tech Fast 500 ranked us as the 17th fastest growing tech company in the Bay Area, and 96th in North America

• Quartz ranked us the #1 best company for remote workers

(Japanese follows)
Responsibilities

The Director of 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.

Strategy & Leadership

• 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.

Professional Services

• 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.

Customer Success Management

• 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.

Renewals

• 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.

Support

• 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.

Qualifications / Experience / Technical Skills

• 12+ years of experience in Customer Success, Professional Services, or related roles, with at least 5 years in a leadership capacity.

• Proven track record of managing and scaling customer-facing teams in a SaaS or technology environment.

• Deep understanding of Japanese enterprise customer expectations, culture, and business practices.

• Strong executive presence and ability to engage with C-level stakeholders in both Japanese and English.

• Deep understanding of customer experience best practices, especially in B2B enterprise software.

• Strong project management and operational skills.

• Experience working in a global matrix organization is a plus.

• Passion for automation, digital transformation, and customer advocacy.

Soft Skills / Personal Characteristics

• Experience with integration platforms, automation, or low-code/no-code solutions.

• Familiarity with Workato’s platform and ecosystem.

• Ability to drive change and influence cross-functional teams.

職務内容

カスタマーエクスペリエンス ディレクターは、Workato Japanにおける顧客体験を統括し、顧客がWorkatoのプラットフォームを通じて 明確なビジネス成果と長期的な成功 を実現できるよう支援します。本ポジションは、プロフェッショナルサービス、カスタマーサクセスマネジメント、リニューアル、サポートを横断的に統合し、シームレスな顧客体験を提供することに責任を持ちます。

主要な職務

1. 戦略・リーダーシップ
• 日本市場に合わせたCX戦略の策定と実行（グローバル戦略との整合性確保）
• 顧客の声を代弁し、プロダクト・サービス・GTM全体の改善を推進する。
• 高パフォーマンスのCX組織を構築・拡大し、導入促進・定着・拡張を牽引。
  
  
2. プロフェッショナルサービス
• コンサルティング・導入サービスをリードし、迅速かつ持続的な価値提供を実現する。
• 日本のエンタープライズ顧客に適したメソッド、プレイブック、デリバリースタンダードを開発。
• 利用率、利益率、顧客満足度の目標を達成。
  
  
3. カスタマーサクセスマネジメント
• オンボーディングから採用・拡張・更新まで顧客ライフサイクルを統括。
• 戦略的アカウントの経営層と関係を構築し、成果とアドボカシーを推進。
• 日本の顧客文化に合わせたサクセスプラン、ヘルススコア、QBRを実施。
  
  
4. リニューアル
• 高い更新率とネットレベニュー拡張を実現するリニューアル戦略の策定と実行。
• セールスと連携し、拡張機会の創出やリスク更新案件の低減を推進する。
  更新予測を行い、解約防止プログラムを運用。
  
  
5. サポート
• 日本市場に合わせた迅速・高品質な顧客サポートを提供。
• 日本特有のプロダクト要件を社内に提言し、重大案件をグローバルにエスカレーションする。
• CSAT、NPS、応答時間などのKPI改善を推進。

応募資格・経験・スキル

• エンタープライズソフトウェア/ SaaS領域で12年以上の経験 を有し、CX / プロフェッショナルサービス / カスタマーサクセス領域でのリーダー経験がある方。
• サービス、サクセス、サポート、リニューアルといった複数機能を横断的に組織構築・拡張した実績。
• 日本のエンタープライズ顧客の期待値・文化・商習慣に対する深い理解。
• 日本語・英語双方で経営層とのエンゲージメントが可能な高いコミュニケーション能力。
• 顧客成果、定着率、拡張収益の創出における実績。

ソフトスキル / 求める人物像

• 戦略的思考と実行力を兼ね備え、グローバルとローカルをつなぐ橋渡しができる方。
• 顧客中心の姿勢を持ち、顧客満足度・成果に強くコミットできる方。
• 変化の多いSaaS市場でスピード感を持ち、柔軟かつ創造的に課題解決できる方。
• 多様なバックグラウンドを持つチームをリードし、メンバーの成長を促進できるリーダーシップ。
• 高いエグゼクティブプレゼンスを持ち、社内外のステークホルダーに影響力を発揮できる方。