Customer Experience Manager

Role Overview

We are looking for a Customer Experience Manager – Japan to 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 combines 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

Success requires influence without relying solely on direct reporting lines, strong ownership, and the ability to stay hands-on with complex technical issues.

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.