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Customer Success Manager - Japan

Menlo Security· Customer Success
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APAC - JapanFull-timePosted 2mo ago

About the role

Senior Customer Success Manager responsible for strategic relationships with large, complex enterprise customers in Japan, driving retention, value realization, and expansion while collaborating with deployment, sales, and engineering teams. Requires bilingual English/Japanese proficiency, travel to customer sites, and the ability to leverage AI tools for account research and communication.

Responsibilities

  • Own the strategic relationship with enterprise customers across Japan, serving as the senior technical advisor and business partner to CTOs, CISOs, Security Architects, and Security Engineers, including at the most complex or highest-visibility accounts in the region.
  • Lead quarterly business reviews (QBRs) and executive touchpoints independently, presenting Menlo cloud security assessments with tailored, forward-looking recommendations; use AI-assisted meeting summaries and CRM enrichment to track progress and inform strategy.
  • Identify and build the business case for expansion opportunities using data-driven insights and AI-powered account research, and work with sales to convert them into upsell and cross-sell revenue.
  • Anticipate deployment and adoption risk before it surfaces; partner with technical teams on system design, configuration, and resiliency, and author or refine the Statements of Work (SOWs) and playbooks that guide implementations across the team.
  • Design and deliver region-based workshops and user groups that enable customers on product capabilities, drawing on AI tools to synthesize feedback patterns and relay actionable insight to product and engineering teams.
  • Partner cross-functionally with sales and pre-sales leadership to shape account strategy, support renewals, and represent the voice of the Japan customer base in broader planning.
  • Establish and maintain working relationships with key regional partners to effectively manage renewal opportunities

Qualifications

  • 8–10+ years of experience in a customer-facing technical role (e.g., Customer Success Manager, Technical Account Manager, Sales Engineer, Solutions Engineer, or equivalent) with a track record on complex, high-value accounts.
  • Native or near-native fluency in Japanese (written and verbal), sufficient to read complex contracts or technical documentation and negotiate, present to, and build trust with senior executive stakeholders without relying on translation or simplification.
  • Professional fluency in English for internal collaboration
  • Deep knowledge of network security technologies: proxies, firewalls (NG/traditional), SSL/TLS, IPSec, SSO (SAML, OAuth, LDAP), MDM, Cloud APIs, SIEM, DLP, and CASB gateways.
  • Demonstrated success supporting and deploying security solutions for large or high-complexity enterprise customers, including navigating multi-stakeholder, multi-team environments.
  • Excellent communication skills and proven comfort presenting to and influencing executive-level audiences.
  • Strong project management and organizational skills; able to manage a demanding portfolio and competing priorities without close oversight.
  • Willingness to travel to customer sites (up to 30%) and participate in regional events.
  • A track record of exercising sound judgment independently, with the credibility to mentor and be sought out by less experienced peers.

Skills

Required:Enterprise customer relationship managementBilingual communication (Japanese/English)Technical security knowledge

Benefits

  • Not specified in the description.
Last updated Aug 27, 2026. Interested? Apply on the company site.

About Menlo Security

Make Every Browser an Enterprise Browser | Menlo Security

The Menlo Security Enterprise Browser solution stops phishing and malware attacks on any browser and any device across your hybrid enterprise.

Browser SecurityEnterprise BrowserPhishing PreventionRansomwareZero-Trust Network AccessWeb SecurityCloud Browser
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