Customer Success Manager - Japan

About this role

Menlo Security is the leader in Browser Security for human and agentic workforces. Our mission is to enable humans and agents to connect, communicate, and collaborate securely, without compromise. The Menlo Browser Security Platform protects organizations from cyberattacks by stopping threats across the web, documents, and email before they reach the user. With Menlo Agent Runtime Security (MARS), that protection now extends to the AI agents working alongside every employee. Menlo Security is trusted by major global businesses, including Fortune 500 companies and government agencies, to protect their most valuable asset, their data, and is backed by top-tier investors.

SUMMARY

We're looking for a Senior Customer Success Manager to own the strategic relationship with our largest and most complex enterprise customers across Japan. You'll be the primary point of contact and trusted advisor for your portfolio, working closely with deployment, sales, and engineering teams to ensure customers realize maximum value from Menlo's isolation platform, and you'll be looked to as a source of judgment when accounts get complicated. You'll balance deep technical fluency with business acumen—using AI tools to accelerate account research and customer communication—so you can focus your energy on the strategic conversations that drive retention and expansion. You'll be bilingual in English and Japanese, comfortable traveling to customer sites, and someone junior CSMs can learn from.

OUTCOMES & KPIS

Key Outcome(s) Owned:

• Customer retention and net revenue retention (NRR) across a portfolio of strategic, high-complexity accounts

• Successful deployment and adoption of Menlo solutions, with customers reaching their defined value milestones

• Uplift in team-wide execution through mentorship and playbook contributions that other CSMs rely on

Success Metrics / KPIs:

• Net retention rate (NRR) and expansion revenue for your book of business