Director, Customer Success and Technical Services

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

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.