Customer Success Manager - Japan

Job description

Menlo Security is the leader in Browser Security for human and agentic workforces. Our mission is to enable humans and agents to connect, communicate, and collaborate securely, without compromise. The Menlo Browser Security Platform protects organizations from cyberattacks by stopping threats across the web, documents, and email before they reach the user. With Menlo Agent Runtime Security (MARS), that protection now extends to the AI agents working alongside every employee. Menlo Security is trusted by major global businesses, including Fortune 500 companies and government agencies, to protect their most valuable asset, their data, and is backed by top-tier investors. SUMMARY We're looking for a Senior Customer Success Manager to own the strategic relationship with our largest and most complex enterprise customers across Japan. You'll be the primary point of contact and trusted advisor for your portfolio, working closely with deployment, sales, and engineering teams to ensure customers realize maximum value from Menlo's isolation platform, and you'll be looked to as a source of judgment when accounts get complicated. You'll balance deep technical fluency with business acumen—using AI tools to accelerate account research and customer communication—so you can focus your energy on the strategic conversations that drive retention and expansion. You'll be bilingual in English and Japanese, comfortable traveling to customer sites, and someone junior CSMs can learn from. OUTCOMES & KPIS Key Outcome(s) Owned: - Customer retention and net revenue retention (NRR) across a portfolio of strategic, high-complexity accounts - Successful deployment and adoption of Menlo solutions, with customers reaching their defined value milestones - Uplift in team-wide execution through mentorship and playbook contributions that other CSMs rely on Success Metrics / KPIs: - Net retention rate (NRR) and expansion revenue for your book of business - Customer satisfaction scores and NPS feedback from your accounts (QBRs, surveys, touchpoints) - Deployment success rate and time-to-value for implementations you support - Forecast accuracy for customer renewals and expansion opportunities in your portfolio - Contribution to team enablement: playbooks authored, peers mentored, workshops led WHAT YOU'LL DO - 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 FUNCTIONAL COMPETENCIES Required: - 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. Preferred / Nice to Have: - Experience with AI-assisted tools for CRM, call preparation, meeting summaries, or customer data analysis. - Knowledge of Menlo Security's isolation platform or similar web/email security technologies. - Background in a SaaS or high-growth technology company. - Experience in the Asia-Pacific (APAC) region or with Japanese enterprise customers. - Relevant security certifications (e.g., CISSP, CEH) or formal security training. - Experience running customer advisory boards, facilitating customer communities, or mentoring junior team members formally. Follow us on LinkedIn https://www.linkedin.com/company/menlo-security/! Why Menlo? At Menlo, we don't settle for the status quo — in our technology or our culture. How we think and act is just as important as what we build. Our culture is defined by five core mindsets: Proactive Leadership, Straight Talk, United Impact, Elevated Talent, and Customer-Compelled. We take ownership and drive outcomes without waiting to be told. We communicate directly and seek hard truths. We break down silos and win together. We hold a high bar for ourselves and the people around us. And we treat every customer interaction as mission-critical. If you're someone who sees it, owns it, solves it, and does it — you'll thrive here. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability. TO ALL AGENCIES: Please, no phone calls or emails to any employee of Menlo Security outside of the Talent organization. Menlo Security’s policy is to only accept resumes from agencies via Ashby (ATS). Agencies must have a valid services agreement executed and must have been assigned by the Talent team to a specific requisition. Any resume submitted outside of this process will be deemed the sole property of Menlo Security. In the event a candidate submitted outside of this policy is hired, no fee or payment will be paid.