Customer Experience Manager – Japan

Japan·Tokyo Prefecturemid

Customer Experience ManagerCustomer

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Quick Summary

Overview

OPSWAT, a global leader in IT, OT, and ICS critical infrastructure cybersecurity,

Technical Tools

Customer Experience ManagerCustomer

OPSWAT, a global leader in IT, OT, and ICS critical infrastructure cybersecurity, delivers an end-to-end platform that gives public and private sector organizations and enterprises the critical advantage needed to protect their complex networks, secure their devices, and ensure compliance. Over the last 20 years our commitment to innovative technology has earned the trust of more than 1,700 organizations, governments, and institutions globally, solidifying our role in protecting the world’s critical infrastructure and securing our way of life.

About the Role

~1 min read

Customer satisfaction (CSAT)
Customer retention and renewal success
Successful onboarding and deployment
Platform adoption and utilization
Support SLA and escalation performance
Reduction in recurring customer issues
Customer engagement and executive relationships
Number and quality of customer use cases identified
Customer feedback and product improvement contributions
Team performance, capability, and employee engagement

Requirements

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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.
Demonstrated ability to lead from the front during critical customer incidents, including technical triage, root-cause analysis, and coordination of resolution.
Ability to coach engineers through practical technical problem-solving while maintaining accountability for customer outcomes.

Nice to Have

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Experience with cybersecurity products, enterprise security platforms, or critical infrastructure protection.
Experience with SaaS/platform deployments and enterprise adoption programs.
Experience working with large enterprise customers in Japan.
Familiarity with technologies such as malware protection, file security, email security, data security, network security, cloud security, or endpoint security.
Experience managing strategic accounts and executive-level customer relationships.

OPSWAT is an equal opportunity employer. We celebrate diversity and are committed to providing an environment where equal employment opportunities are extended to all employees and applicants, free of discrimination and harassment of any type. All employment decisions are based on individual qualifications, job requirements, and business needs without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other category protected by federal, state, or local laws.

Recruiting Agencies: we do not accept unsolicited resumes from third party agencies for any of our open positions. To submit resumes for our jobs, there must be a recruiting contract approved by our legal team and endorsed by both parties. We are currently not accepting additional 3rd party agencies at this time.