Customer Success Manager, Japan

Job description

Customer Success Manager, Japan Monotype is looking for a Customer Success Manager to support and grow relationships with our enterprise customers in Japan. In this role, you will act as a trusted advisor to key customers, helping them adopt, optimize, and realize long-term value from Monotype’s Font Management Platform. You will own the post-sales customer relationship from onboarding through renewal and expansion, ensuring strong engagement, high satisfaction, and measurable customer success. Key Responsibilities Serve as the primary post-sales contact for a portfolio of enterprise customer accounts in Japan. Build trusted relationships with customers by understanding their business priorities, operational needs, and success goals. Lead customers through onboarding, product adoption, training, and ongoing platform usage. Monitor customer engagement, usage trends, and account health to proactively identify risks and opportunities. Deliver product demonstrations, training sessions, and customer business reviews. Develop and manage customer success plans to help customers achieve measurable outcomes with Monotype solutions. Partner closely with Sales to identify expansion, upsell, and cross-sell opportunities. Collaborate with Sales, Product, Renewals, and Support teams to deliver a seamless customer experience. Share customer insights, feedback, and product needs to support continuous improvement and roadmap development. Manage escalations by coordinating internal teams and driving timely resolution. Support customer retention and reduce churn through proactive, consultative account management. Travel occasionally to customer sites for meetings, training, and business reviews, approximately 20–30%. Qualifications 2–3+ years of experience in Customer Success, Account Management, or another customer-facing role, preferably in SaaS or technology. Experience supporting enterprise or strategic customers is a strong plus. Strong communication, relationship-building, and stakeholder management skills. Ability to manage multiple accounts, priorities, and internal stakeholders effectively. Experience using customer data, engagement metrics, usage trends, or account health indicators to guide customer strategy. Self-motivated, proactive, and comfortable working in a fast-paced, global environment. Experience with CRM systems such as Salesforce is preferred. Language Requirements Native-level Japanese Business-level English Preferred Industry Background Experience in software, technology, publishing, media, advertising, design, branding, or creative industries is a plus. Why Monotype Monotype helps some of the world’s most recognizable brands manage, protect, and scale their visual identity through font and brand asset technology. As a Customer Success Manager in Japan, you will play a key role in helping enterprise customers improve brand consistency, operational efficiency, and governance across digital, creative, and product environments.