Customer Success Manager

About the role

This position positions you as the primary strategic partner for client health and adoption of Menlo Security products within the Japan market. You will own the complete end-to-end customer journey, from initial onboarding through ongoing maturity, ensuring all stakeholders derive tangible, measurable value from our security platform. Success in this role requires diagnosing operational issues, translating complex technical security concepts into clear business language, and proactively removing barriers to adoption. You will be responsible for building and maintaining long-term, strategic relationships with key decision-makers across client organizations. Key performance indicators will include driving customer retention, identifying expansion opportunities, and fostering client advocacy. Furthermore, you will partner closely with internal product and engineering teams to relay critical customer feedback and directly influence product improvements. This position demands a proactive mindset where you anticipate client needs before they escalate into problems. A core responsibility will involve documenting best practices and success stories that shape the overall customer experience strategy for Menlo Security globally.

Key facts

What you'll do

• Orchestrate comprehensive onboarding programs for new clients in Japan, guiding them through initial configuration, user provisioning, and early value realization to ensure a smooth ramp-up.
• Conduct in-depth quarterly business reviews (QBRs) with existing customers to assess platform health, uncover new opportunities for platform expansion, and drive deeper feature adoption aligned with business goals.
• Translate intricate security architecture discussions, such as isolation models and threat vectors, into actionable plans that align with specific client business objectives, risk tolerance, and regulatory compliance needs.
• Serve as the central escalation handler for complex technical or operational issues, acting as the single point of contact and coordinating resolutions across internal engineering, support, and product teams efficiently.
• Analyze platform usage data, including feature adoption rates and session isolation metrics, to identify at-risk accounts and implement targeted intervention plans to restore engagement and satisfaction.
• Facilitate cross-functional workshops with clients to gather detailed requirements, define clear success metrics, and document the desired future state of their secure digital transformation.
• Develop and maintain detailed account documentation for each client, including health scores, interaction histories, agreed-upon action plans, and stakeholder maps.
• Act as the definitive voice of the customer within Menlo Security, synthesizing feedback and qualitative insights to influence product roadmaps, feature enhancements, and user experience improvements.
• Build and maintain strong executive-level relationships with C-suite and Director-level stakeholders, ensuring they fully understand the strategic value, security posture, and measurable ROI of their security investments.
• Proactively communicate product updates, security best practices, and emerging industry threat intelligence to clients through scheduled business reviews and tailored internal newsletters.
• Document and standardize customer success playbooks, best practices, and detailed case studies based on real-world implementations to scale the team's impact.

Requirements

• You must currently reside in Japan or be authorized to work in the APAC region based in Japan.
• You must have the legal right to work in Japan without requiring sponsorship from the company.
• You must possess a minimum of three years of prior experience in customer success, account management, or a related client-facing role within a B2B environment.
• You must demonstrate a proven track record of managing complex enterprise software implementations, navigating multiple stakeholders, and driving adoption in large-scale deployments.
• You must have specific experience working with organizations in the financial services sector, including banks, insurance firms, investment firms, or other highly regulated industries.
• You must be fluent in both Japanese and English, with the ability to communicate effectively in written and verbal formats for both technical and executive audiences.
• You must have a strong history of using productivity software, including Customer Relationship Management (CRM) platforms like Salesforce and collaboration tools like Slack and MS Office 365, to manage multiple workflows and detailed account plans.
• You must adhere to strict confidentiality and data protection standards, including compliance with regulations like GDPR and Japan's APPI, when handling sensitive client information and business data.
• You must possess strong organizational skills, with a demonstrated focus on prioritization, task completion, and meticulous attention to detail in a fast-paced environment.
• You must demonstrate a service-oriented approach to all customer interactions, consistently exhibiting empathy, patience, and a genuine commitment to client success.
• You must be receptive to feedback and coaching, viewing constructive criticism as an opportunity for growth, while also being capable of providing clear, actionable feedback to peers and stakeholders when appropriate.
• You must maintain the highest ethical standards in all professional dealings, ensuring integrity and transparency in all interactions with clients and internal teams.

Nice to have

Per the SOURCE document, no specific "Nice to have" qualifications are provided beyond the core requirements and practical notes.

Practical notes

Menlo Security is backed by investors such as Vista Equity Partners, General Catalyst, JPMC, American Express, HSBC, and Ericsson Ventures.