Takuji Kawamura
Team Lead - Principal Customer Success Manager
Fujisawa
Summary
Highly experienced customer success management in B2B SaaS of the Japanese market for over 5+ years after experiencing: customer support, account management, and digital marketing. Great communicator in cross-functional multi-stakeholder situations both internally and externally. Passionate in supporting customers to build customer success organizations. I also love to learn both new technologies and business and research how I can use them.
Overview
13
13
years of professional experience
13
13
years of post-secondary education
2
2
Languages
Work History
Founder & CEO
TSUMAMI CONSULTING Inc
10.2024 - Current
- Established a consulting firm specializing in customer success strategies and revenue operations infrastructure, with a focus on CRM systems.
- Provided consulting services to both startups and enterprise clients, supporting the development of scalable customer success frameworks.
- Focused on advising clients on designing revenue operations infrastructure.
- Delivered training programs for customer success teams to enhance operational efficiency and revenue growth.
Vice President of Customer Success
ANATAE K.K.
03.2024 - 09.2024
- Built and led the customer success team, including customer support, CRM, and partner onboarding operations.
- Developed and executed training programs for junior team members, focusing on onboarding, retention, and customer advocacy.
- Collaborated with cross-functional teams to create seamless customer experiences and drive operational excellence.
- Designed and implemented partner onboarding operations, encompassing data management, system implementation, and operational framework creation from the ground up.
Team Lead - Principal Customer Success Manager
HubSpot Japan
10.2022 - 03.2023
- Managing team forecast and reporting to APAC director
- Help lead team of customer success managers
- Competency coaching for Individual Contributors in 1:1’s and team wide sessions
- Interviewing candidates for Individual Contributor roles
- Training and coaching new CSMs. Integrating HubSpot philosophy into training
- Creating customer marketing content (product starter kit, webinar, etc.)
- Participating in leadership training program
Principal Customer Success Manager
HubSpot Japan
10.2021 - 01.2024
- Managed up to 201 customers. Average 180 in 2021 (global avg. 110)
- 2023(Q1-Q3) - 110% revenue retention (top 7 in global)
- 1st CSM to be promoted to principal in Japan and currently most senior IC in APAC
- Providing overall growth strategy for customers about Inbound Marketing and data management. In addition, covered: organizational structure, internal process, KPI setting, and hiring (Marketing, BDR, SDR, Sales, and Customer Success)
- Building new hire product training program from scratch for faster ramp ups
- Participating in 20+ person UX improvement and overhaul project with global product teams
- Working with HubSpot Japan’s marketing team to produce case studies to support clients and produce customer testimonials
- Training and coaching new CSMs. Integrating HubSpot philosophy into training
Senior Customer Success Manager
HubSpot Japan
01.2020 - 09.2021
- 1st Senior CSM in Japan
- Work with various stakeholders across HubSpot Japan in Sales, Renewal and Support to establish partnerships and scale both growth and revenue
- Project lead for an offline customer user conference with 150+ attendants. Facilitated as a customer success professional and led engaging discussions
- Training and mentoring for new CSMs; developing and executing the onboarding journey for new team members
- Project lead of a pro bono program to educate college students about marketing on a real case study collaborating with 3rd party enterprises
Customer Success Manager
HubSpot Japan
10.2017 - 12.2019
- Started as the one and only CSM on the Japan team
- Managed all Japanese direct customers (max 120+)
- Advise clients with strategy and training for Inbound Marketing and data management
- Train HubSpot customers to maximize results
- Spearheaded the initiation of quarterly webinars including planning, contents creation, and attracting customers. Became the project owner for monthly webinars until marketing could adopt ownership
- Collaborating with various stakeholders across HubSpot APAC team (Onboarding, Renewals, Billing, Collections, Support, and Agency team) to establish Customer Success in Japan
- Fellows program (HubSpot’s internal leadership program. Top 30 employees out of 300 were chosen to visit HubSpot HQ in Cambridge for training with CXO’s, VP’s, and Directors from senior management
Marketing Specialist
Brightcove K.K.
04.2017 - 09.2017
- Project lead of contents creation for a conference (+1,000 visitors)
- Localize assets from US HQ, prepare swags, planning & coordinating stage contents, create blogs and ads creatives for visitor attraction
Account Manager
Brightcove K.K.
10.2014 - 03.2017
- Managed mega Japanese enterprises (ANA, JAL, Honda, NISSAN, Recruit, and etc.
- Managed a 128 accounts (88 accounts is the average) totaling 410 million JPY in sales in 2015.
- Achieved 110% of the individual up-sell goal in average, which has never been accomplished in digital marketing territory)
- Presented at the Tokyo Game Show on stage as requested by a customer
Customer Solution Specialist
Brigtcove K.K.
04.2013 - 09.2014
- Received a score of 9.44 from the customer’s surveys (team average was 9.03) in 2013.
- Troubleshot the outages with global teams in Japan, Korea, Australia, London, and Boston
Supervisor - Network Engineer
IT－it CO.,LTD
03.2012 - 03.2013
- Promoted to Supervisor within a 30-member team with the fastest pace in 14 months (average: 24 months). Succeeded in this record breaking promotion by redefining work processes and visualizing both good & bad points for each operator’s evaluations
- Engaged in building an educational program for a new operations center in Malaysia through training and discussions with local operators
- Managed escalated troubleshooting cases of IP-VPN WAN network. The reported customers were in 30 countries including Europe, Asia, Africa, and America
Education
Bachelor of Arts - Global Management
Business Breakthrough University
Tokyo, Japan 10.2011 - 03.2017
Associate of Arts - General Studies
Miracosta College
San Diego, California 09.2007 - 12.2009
Associate of Science - Civil Engineering
Osaka Prefectural College of Technologies
Osaka, Japan 04.2000 - 03.2005
Skills
Customer Success
CRM/Marketing Automation/Data Management
B2B Sales/Account Management
Leadership/Management
Customer Marketing
Digital Marketing
Timeline
Founder & CEO
TSUMAMI CONSULTING Inc
10.2024 - Current
Vice President of Customer Success
ANATAE K.K.
03.2024 - 09.2024
Team Lead - Principal Customer Success Manager
HubSpot Japan
10.2022 - 03.2023
Principal Customer Success Manager
HubSpot Japan
10.2021 - 01.2024
Senior Customer Success Manager
HubSpot Japan
01.2020 - 09.2021
Customer Success Manager
HubSpot Japan
10.2017 - 12.2019
Marketing Specialist
Brightcove K.K.
04.2017 - 09.2017
Account Manager
Brightcove K.K.
10.2014 - 03.2017
Customer Solution Specialist
Brigtcove K.K.
04.2013 - 09.2014
Supervisor - Network Engineer
IT－it CO.,LTD
03.2012 - 03.2013
Bachelor of Arts - Global Management
Business Breakthrough University
10.2011 - 03.2017
Associate of Arts - General Studies
Miracosta College
09.2007 - 12.2009
Associate of Science - Civil Engineering
Osaka Prefectural College of Technologies
04.2000 - 03.2005
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