Customer Experience Manager – Japan (Cybersecurity)

Location: Tokyo Prefecture, Japan

Company

hirify.global provides an end-to-end cybersecurity platform for protecting IT, OT, and ICS critical infrastructure, securing devices and networks, and supporting compliance for public- and private-sector organizations.

What you will do

• Own customer experience, satisfaction, onboarding, deployment, adoption, expansion, and ongoing technical engagement for hirify.global customers in Japan.
• Build relationships with key stakeholders, conduct customer reviews, act as a trusted technical advisor, and identify security use cases and expansion opportunities.
• Lead and coach the local customer support team, overseeing case management, prioritization, SLA adherence, customer communication, KPIs, and customer satisfaction.
• Own critical escalations, coordinate customers with Support, Product, Engineering, Sales, and Professional Services, and drive timely resolution and root-cause elimination.
• Remain hands-on with complex technical issues through triage, root-cause analysis, resolution planning, and corrective and preventive actions.
• Coordinate global Support and Professional Services resources in a matrix organization while maintaining ownership of customer communication, expectations, and outcomes.

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 or customer-facing team.
• Strong understanding of enterprise IT and cybersecurity environments.
• Experience working with enterprise customers and managing complex technical escalations.
• Strong communication, presentation, stakeholder management, problem-solving, and analytical skills.
• Ability to work effectively across Sales, Support, Product, Engineering, and Professional Services.
• 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, including investigating complex enterprise and cybersecurity issues, leading technical triage and root-cause analysis, and coordinating resolution during critical incidents.
• Ability to coach engineers through practical technical problem-solving while maintaining accountability for customer outcomes.

Nice to have

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

Culture & Benefits

• Work in a global cybersecurity organization serving more than 1,700 organizations, governments, and institutions.
• Collaborate across global Support, Professional Services, Product, Engineering, Sales, and Customer Experience teams.
• Equal employment opportunities are provided without discrimination or harassment.