Customer Success Manager - Japan

Menlo Security's https://www.menlosecurity.com/ mission is enabling the world to connect, communicate and collaborate securely without compromise. COVID-19 has made our mission all the more real. We support customers across various enterprises including Fortune 500 companies, 9/10 of the largest global banks and the Department of Defense.

The world has fundamentally changed. We are growing from 400 employees into the next phase of our journey, and we need passionate talent filled with empathy and agility. The right candidate for the job is ethical, hyper-organized, fanatical about seeing things through to completion, service-oriented, and humble enough to take feedback and coaching yet confident enough to provide feedback and coaching.

Menlo is well-funded for growth and our investors are second to none. They include Vista Equity Partners (“Vista http://www.vistaequitypartners.com/?utm_source=vistapressrelease&utm_campaign=menlosecurity”), General Catalyst, JPMC, American Express, HSBC, and Ericsson Ventures. We're looking for a Customer Success Manager to manage customer relationships and drive adoption and expansion across enterprise accounts in Japan.

You'll be the primary point of contact for your customers, working closely with our deployment, sales, and engineering teams to ensure they get maximum value from Menlo's isolation platform. You'll balance technical depth with business acumen—using AI tools to accelerate account research and customer communication—so you can focus energy on customer conversations and strategic relationship building.

You'll be bilingual in English and Japanese, comfortable traveling to customer sites, and reliable about following through on commitments. This role sits in a collaborative environment where you'll get mentorship from senior peers and support from your team, not flying solo. OUTCOMES & KPIS Key Outcome(s) Owned:

• Customer retention and net revenue retention (NRR) across your portfolio of accounts
• Successful deployment and adoption of Menlo solutions, with customers reaching their defined value milestones Success Metrics / KPIs:
• Net retention rate (NRR) for your book of business; contribution to upsell and cross-sell pipeline
• 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
• Participation in regional customer workshops and events, supporting adoption and advocacy WHAT YOU'LL DO
• Manage the day-to-day relationship with enterprise customers, serving as a technical advisor and point of contact for CTOs, CISOs, Security Architects, and Security Engineers.
• Conduct quarterly business reviews (QBRs) and regular customer touchpoints, presenting Menlo cloud security assessments with recommendations; use AI-assisted meeting summaries and CRM enrichment to track progress and inform follow-up actions.
• Work with the sales team to identify and qualify expansion opportunities (upsells, cross-sells) within your accounts; use AI-powered research tools to uncover expansion signals and build the business case.
• Collaborate with deployment and technical teams to ensure smooth implementations, system design, proper configuration, and best practices; create or refine Statements of Work (SOWs) and playbooks as needed.
• Coach customers on product usage and help them adopt new features; gather technical and business feedback from your contacts, use AI tools to spot patterns, and relay insights to product and engineering teams.
• Participate in region-based workshops and customer events that enable customers on product capabilities and drive adoption and relationship depth.
• Work cross-functionally with sales and pre-sales peers to align on customer needs, support renewals, and escalate issues or expansion opportunities to the right internal teams. FUNCTIONAL COMPETENCIES Required: - 5–7 years of experience in a customer-facing technical role (e.g., Customer Success Manager, Technical Account Manager, Sales Engineer, Solutions Engineer, or equivalent).
• Fluency in English and Japanese (written and verbal); ability to engage with customers and internal teams across both languages at a professional level.
• Solid knowledge of network security technologies: proxies, firewalls (NG/traditional), SSL/TLS, IPSec, SSO (SAML, OAuth, LDAP), MDM, Cloud APIs, SIEM, DLP, and CASB gateways.
• Experience supporting or deploying security solutions for enterprise customers, particularly in mid-to-large organizations.
• Strong communication skills (written and verbal); comfort presenting to technical and executive-level customers.
• Good organizational and project management skills; ability to juggle multiple customer priorities and deliver on commitments.
• Willingness to travel to customer sites (up to 30%) and participate in regional events.
• Self-directed work style; comfortable taking ownership of your portfolio and asking for help when needed. Preferred / Nice to Have:
• Familiarity 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.
• Experience in a SaaS or high-growth technology company.
• Background working 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 or facilitating customer communities. Follow us on LinkedIn https://www.linkedin.com/company/menlo-security/! Why Menlo? Our culture is collaborative, inclusive, and fun! We have five core values: Stay Aligned, Get It Done, Customer Empathy, Think Creatively and Help Each Other Out. We believe in open communication, supporting new ideas, and sharing a mutual mindset of what we’re aiming to achieve together. There are tremendous opportunities to take initiative, implement new ideas, and have a hand in building a legacy. 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.