Customer Experience Manager – Japan

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

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—from onboarding and deployment to adoption, expansion, and ongoing technical engagement.

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.

This is a customer-facing leadership role with responsibility for coordinating technical support and Professional Services for OPSWAT customers in Japan. The role operates in a matrix organization: you will lead local customer engagement and outcomes while working through global Support, Professional Services, Product, Engineering, and Sales teams to align priorities, mobilize the right expertise, and deliver a consistent customer experience. Success requires influence without relying solely on direct reporting lines, strong ownership, and the ability to stay hands-on with complex technical issues. We are specifically looking for a hands-on, technically strong, customer-facing leader who can manage technical support and Professional Services in a matrix organization. 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. This is a player-coach role that combines practical technical depth, customer ownership, and the ability to influence and align global teams without relying solely on direct reporting lines.

Key Responsibilities

• Customer Experience & Success

• Own the overall customer experience and satisfaction for OPSWAT customers in Japan.

• Build strong relationships with key customer stakeholders and become a trusted technical advisor.

• Ensure customers successfully onboard, deploy, configure, and adopt the OPSWAT Platform.

• Proactively monitor customer adoption, identify gaps, and drive initiatives to improve platform utilization.

• Understand customers’ security challenges and identify opportunities to leverage additional OPSWAT capabilities and use cases.

• Conduct regular customer reviews and technical/business discussions with strategic customers.

• Local Support Team Managemen t

• Lead and manage the local customer support team in Japan.

• Ensure effective case management, prioritization, SLA adherence, and customer communication.

• Coach and mentor support engineers to continuously improve technical capability and customer engagement.

• Monitor team performance, customer satisfaction, escalations, and operational KPIs.

• Collaborate with global support teams to ensure consistent processes and 24×7 customer coverage where required.

• Escalation Management

• Own critical and high-priority customer escalations in Japan.

• Act as the primary point of coordination between customers, Support, Product, Engineering, and other internal teams.

• Drive escalations to timely resolution while maintaining clear and proactive communication with customers.

• Identify recurring issues and work with internal teams to eliminate root causes.

• Product Adoption & Customer Advocacy

• Identify new customer use cases and help customers maximize the value of the OPSWAT Platform.

• Capture customer feedback, feature requests, and product gaps and communicate them effectively to Product Management and Engineering.

• Represent the voice of the customer within OPSWAT.

• Identify opportunities for customers to expand their use of OPSWAT products and capabilities.

• Develop customer references, success stories, and advocacy opportunities where appropriate.

• Hands-on Technical Leadership

• Remain actively involved in troubleshooting complex customer issues and critical incidents, partnering with engineers as needed.

• Lead technical triage, root-cause analysis, and resolution planning for high-impact cases; ensure follow-through on corrective and preventive actions.

• Review case trends and technical escalations to identify product gaps, recurring defects, and opportunities to improve support effectiveness.

• Provide technical coaching, knowledge sharing, and mentoring to strengthen the capability and independence of the local team.

• Matrix Leadership Across Support & Professional Services

• Coordinate customer-facing technical support and Professional Services activities, ensuring customers receive joined-up guidance from issue resolution through deployment, implementation, and ongoing optimization.

• Operate effectively in a matrix organization by aligning priorities, resources, and commitments with global Support and Professional Services leaders, even where teams do not report directly to this role.

• Act as the local customer-facing owner for communication, expectations, and outcomes while engaging the appropriate global technical specialists and service delivery teams.

• Partner with Sales and Account Management to align customer needs, service plans, escalations, and strategic account priorities.

• Maintain clear ownership, action tracking, and communication across functions to avoid handoff gaps and deliver a consistent customer experience.

• Cross-Functional Collaboration

• Partner closely with Sales and Account Management on customer strategy, renewals, expansion, and strategic opportunities.

• Work with Professional Services to ensure successful deployments and project handoffs.

• Collaborate with Product Management and Engineering on customer requirements, feature requests, and product improvements.

• Work with the global Customer Experience organization to share best practices and continuously improve customer experience.

Key Success Metrics

• 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

Required Skills & Qualifications

• 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.

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