Customer Success Manager

The Customer Success team in Japan works closely with leading Automotive and Motorcycle manufacturers to ensure successful adoption and long-term value realization of HERE’s location technologies across navigation, ADAS/AD, connected services, mobility platforms, and next‑generation cockpit experiences.

As a Customer Success Manager (CSM) for the Japan Automotive segment, you will lead the end-to-end customer engagement cycle for strategic Japanese OEMs and Tier 1 suppliers. You will drive customer outcomes—high‑quality launches, smooth integration, issue-free operations, and continuous expansion—while representing the Voice of the Customer within HERE.

You will be based in the Yokohama office ( working in a hybrid manner) and work closely with global Product, Engineering, Technical Support, Program Management, and Sales teams. This role requires strong cultural awareness, an understanding of Japan’s Automotive ecosystem, and the ability to collaborate effectively with both local customer teams and HERE global organizations.

Your main responsibilities include:

• Developing and executing Japan‑specific Success Plans, ensuring Automotive and Motorcycle customers extract maximum value from HERE products and services.
• Guiding OEMs and Tier 1 suppliers through design, integration, validation, certification, and deployment of HERE components (navigation, cloud services, ADAS/EV content, APIs, SDKs, POI/LBS, etc.).
• Acting as the primary technical and program interface, ensuring customer requirements are captured, communicated, and reflected in HERE’s delivery plans.
• Representing HERE as the Voice of the Customer, articulating Japan market expectations to global teams (Engineering, Product, Quality, TS, PMO).
• Owning day‑to‑day management of large, complex, multi‑year Automotive programs (IVI launches, OTA update cycles, model-year rollouts).
• Leading cross-functional coordination to ensure on‑time, high‑quality product launches for new vehicles and platform updates.
• Supporting customers during validation and field testing, ensuring issues are tracked, escalated, and resolved through HERE Technical Support and Engineering.
• Building trusted, long-term relationships with OEM executives, program leaders, engineering managers, and procurement stakeholders.
• Conducting and driving executive business reviews, QBRs, roadmap syncs, and alignment sessions.
• Proactively identifying expansion opportunities across Navigation, ADAS/AD, Fleet, EV Routing/Charging, HD Maps, and data services.
• Advising customers on ways to improve their in‑vehicle or cloud‑based mobility services using HERE capabilities.
• Providing insights on Japan Automotive trends, regulatory requirements, mapping/ADAS expectations, and market voice feedback.
• Challenging the status quo and drive innovation, process improvement, and customer‑centric outcomes across HERE.
• Travelling domestically and or on limited international travel (~25%) to visit customers, manufacturing sites, Tier 1 partners, and HERE regional offices.

To succeed in this role, you bring a combination of technical expertise, program leadership, relationship management, and deep familiarity with the Japanese Automotive ecosystem.

Required Skills & Experience

• Bachelor’s degree in Engineering, Computer Science, Information Systems, or equivalent practical experience.
• 10+ years of technical experience in Automotive, navigation, telematics, IVI, connected vehicle services, mapping/LBS, or related domains.
• Experience in customer-facing technical roles (technical pre-sales, technical program management, customer support, solution consulting, system engineering, or similar).
• Proven success managing large Automotive OEM or Tier 1 programs—execution, delivery, risk management, and cross-functional coordination.
• Understanding of Automotive infotainment, in-vehicle ecosystems, and integration cycles with Tier 1 suppliers.
• Strong strategic thinking, proactive risk management, and ability to collaborate across global teams.
• Strong ownership mindset, with the ability to build and maintain trusted customer partnerships.
• Experience in enterprise solutions for mobility, transport, logistics, or cloud services (nice to have).
• Fluent in Japanese (native or business-level) and fluent in English (required), enabling seamless communication with both Japanese OEMs and global HERE teams.
• Experience working directly with Japanese OEMs (Toyota, Honda, Nissan, Mazda, Subaru, Suzuki, Yamaha, Kawasaki, etc.) or Tier 1s (Aisin, Denso, Panasonic Automotive Systems, Clarion-Faurecia, Alps Alpine, Marelli, etc.) is nice to have
• Familiarity with Automotive quality and escalation processes (G8D/8D, PPAP, FMEA processes).
• Ability to operate effectively in a global matrix organization.

HERE is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, age, gender identity, sexual orientation, marital status, parental status, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.

HERE Technologies is a location data and technology platform company. We empower our customers to achieve better outcomes – from helping a city manage its infrastructure or a business optimize its assets to guiding drivers to their destination safely.

At HERE we take it upon ourselves to be the change we wish to see. We create solutions that fuel innovation, provide opportunity and foster inclusion to improve people’s lives. If you are inspired by an open world and driven to create positive change, join us. Learn more about us on our YouTube Channel.