Director, Customer Success and Technical Services at Workato

Tokyo, Japan

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaS, Enterprise SoftwareIndustries

Requirements

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

Responsibilities

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 for Professional Services
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

Skills

Key technologies and capabilities for this role

Customer Success ManagementProfessional ServicesTechnical SupportRenewalsExpansionsCustomer AdvocacyTeam LeadershipAccount ManagementEnterprise Orchestration

Questions & Answers

Common questions about this position

What benefits does Workato offer its employees?

Workato offers a vibrant and dynamic work environment along with a multitude of benefits that employees can enjoy inside and outside of their work lives.

Is this a remote position?

Quartz ranked Workato the #1 best company for remote workers, indicating strong support for remote work.

What is the company culture like at Workato?

Workato fosters a flexible, trust-oriented culture that empowers everyone to take full ownership of their roles, driven by innovation and teamwork, while balancing productivity with self-care.

What are the key responsibilities for this role?

The role involves owning the end-to-end customer journey for Workato Japan, defining and executing CX strategy, leading Professional Services and Customer Success Management, building a high-performing CX organization, and driving renewals, expansions, and advocacy.

What makes a strong candidate for this position?

Strong candidates are team players driven by innovation who want to actively build the company, with leadership experience to build and scale a high-performing CX organization in Japan.

Workato

Cloud-based automation and integration platform

About Workato

Workato provides a cloud-based platform for automating and integrating business processes using artificial intelligence. The platform helps organizations improve efficiency by unifying integration and automation, which reduces the complexity of using multiple tools and helps eliminate data silos. Workato's features include automated ticket escalation, threat detection, compliance management, and support for remote work, making it suitable for businesses of all sizes. The company operates on a subscription model, allowing clients to access its services for a recurring fee, which supports steady revenue growth. A standout feature, AI@Work, enables users to create intelligent systems by incorporating AI into their operations, making technology more accessible and facilitating business transformation. Workato's platform is designed to adapt to changing business needs while lowering operational costs and speeding up the implementation of integrations and automations.

Mountain View, CaliforniaHeadquarters

2013Year Founded

$403.7MTotal Funding

SERIES_ECompany Stage

Enterprise Software, AI & Machine LearningIndustries

1,001-5,000Employees

Benefits

Flexible working arrangements

EAP

Health insurance

Stock options

Professional development

PTO

Company events & recreation time

Risks

Emerging AI-driven platforms may erode Workato's market share with competitive pricing.

Rapid AI advancements require Workato to invest heavily in R&D to stay competitive.

Economic downturns could reduce client spending on Workato's subscription services.

Differentiation

Workato offers AI-driven automation with a focus on security and governance.

The platform supports low-code/no-code integrations, empowering non-technical users.

Workato's Virtual Private Workato caters to highly regulated industries with stringent security needs.

Upsides

Growing demand for AI-driven automation in healthcare boosts Workato's market potential.

Hybrid work models increase the need for Workato's remote work helpdesk features.

Rising interest in low-code/no-code platforms aligns with Workato's AI@Work feature.

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