What I learned building customer success in Japan from scratch
I joined Vercel in 2021 as its first Japanese-speaking customer success hire. This is what I had to unlearn from the global playbook, and what I'd tell the next person doing it.
I’m Nicolas, based in Osaka. I joined Vercel as its first Japanese-speaking Customer Success hire, built the Japan enterprise practice from the ground up, and now lead Japan go-to-market as Interim Country Manager. I work in Japanese, English and Spanish, and I’m as comfortable in an executive business review as in an API-level architecture discussion.





I joined Vercel in 2021 as its first Japanese-speaking customer success hire. This is what I had to unlearn from the global playbook, and what I'd tell the next person doing it.
Engineers understand v0 or Claude Code in five minutes. Getting a Japanese enterprise to approve and actually use them takes much longer. Notes from the rollouts I've worked on.
Spanish is my first language. I taught myself English as a kid, studied translation, and now work in Japanese every day. What worked, what didn't, and where AI fits in.
I studied translation, then spent years marketing a Japanese e-commerce platform to a dozen countries. Most of the localization problems I ran into had nothing to do with words.