Customer Experience Manager (Cybersecurity)

Location: Tokyo Prefecture, Japan

Company

hirify.global provides an end-to-end cybersecurity platform for protecting IT, OT, and ICS critical infrastructure, devices, networks, and compliance.

What you will do

• Own customer experience, satisfaction, onboarding, deployment, adoption, retention, and expansion for hirify.global customers in Japan.
• Lead the local customer support team, including case management, SLA adherence, operational KPIs, coaching, and customer communication.
• Manage critical escalations, technical triage, root-cause analysis, corrective actions, and proactive communication through resolution.
• Coordinate Support and Professional Services with global teams to deliver joined-up deployment, implementation, optimization, and ongoing technical engagement.
• Partner with Sales, Account Management, Product, Engineering, and Customer Experience teams on customer strategy, renewals, feedback, product improvements, and advocacy.
• Remain hands-on with complex enterprise and cybersecurity issues while mentoring engineers and improving support effectiveness.

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, with 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.
• Strong customer-first ownership and accountability.
• Native-level Japanese and business-level English required, with effective communication in both languages.
• Strong hands-on technical troubleshooting skills for complex enterprise and cybersecurity issues.
• Ability to lead critical customer incidents through technical triage, root-cause analysis, resolution coordination, and customer-outcome accountability.
• Ability to coach engineers through practical technical problem-solving.

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, file, email, data, network, cloud, or endpoint security.
• Experience managing strategic accounts and executive-level customer relationships.

Culture & Benefits

• Player-coach role combining technical depth, customer ownership, team leadership, and influence in a matrix organization.
• Collaboration with global Support, Professional Services, Product, Engineering, Sales, and Customer Experience teams.
• Responsibility for establishing a strong local customer experience organization and feedback loop in Japan.
• Equal employment opportunity environment committed to diversity and non-discrimination.