Customer Experience Manager – Japan

Role Overview

The Customer Experience Manager – Japan will own the end-to-end customer experience for OPSWAT customers in the Japanese market. This role will be responsible for managing the local customer support team while acting as a trusted customer-facing leader throughout the customer lifecycle.

What You Will Do

The ideal candidate will combine strong technical and customer-facing skills with the ability to build relationships with customers, drive successful outcomes, manage escalations, and work closely with Sales, Product, Engineering, and Global Customer Experience teams.

Why It Might Be a Fit

This is a customer-facing leadership role with responsibility for coordinating technical support and Professional Services for OPSWAT customers in Japan. The successful candidate will engage directly with customers on complex technical issues, guide and coach support engineers, coordinate Professional Services delivery, personally drive critical escalations, and work closely with Product and Engineering to resolve root causes.

Requirements

• 8+ years of experience in Customer Success, Customer Experience, Technical Account Management, Support, Professional Services, or a similar customer-facing technical role.
• Experience managing or leading a technical support/customer-facing team.
• Strong understanding of enterprise IT and cybersecurity environments.
• Experience working with enterprise customers and managing complex technical escalations.
• Strong communication, presentation, and stakeholder management skills.
• Ability to work effectively across Sales, Support, Product, Engineering, and Professional Services.
• Strong problem-solving and analytical skills.
• Customer-first mindset with strong ownership and accountability.
• Native-level Japanese and business-level English, with the ability to communicate effectively with customers and internal stakeholders in both languages.
• Strong hands-on technical troubleshooting skills, with the ability to investigate complex enterprise and cybersecurity issues rather than relying solely on team escalation.