Customer Success Manager, Japan

Responsibilities

• Serve as the primary post-sales contact for a portfolio of enterprise customer accounts in Japan.
• Build trusted relationships with customers by understanding their business priorities, operational needs, and success goals.
• Lead customers through onboarding, product adoption, training, and ongoing platform usage.
• Monitor customer engagement, usage trends, and account health to proactively identify risks and opportunities.
• Deliver product demonstrations, training sessions, and customer business reviews.
• Develop and manage customer success plans to help customers achieve measurable outcomes with Monotype solutions.
• Partner closely with Sales to identify expansion, upsell, and cross-sell opportunities.
• Collaborate with Sales, Product, Renewals, and Support teams to deliver a seamless customer experience.
• Share customer insights, feedback, and product needs to support continuous improvement and roadmap development.
• Manage escalations by coordinating internal teams and driving timely resolution.
• Support customer retention and reduce churn through proactive, consultative account management.
• Travel occasionally to customer sites for meetings, training, and business reviews, approximately 20-30%.

Requirements

• 2-3+ years of experience in Customer Success, Account Management, or another customer-facing role, preferably in SaaS or technology.
• Experience supporting enterprise or strategic customers is a strong plus.
• Strong communication, relationship-building, and stakeholder management skills.
• Ability to manage multiple accounts, priorities, and internal stakeholders effectively.
• Experience using customer data, engagement metrics, usage trends, or account health indicators to guide customer strategy.
• Self-motivated, proactive, and comfortable working in a fast-paced, global environment.
• Experience with CRM systems such as Salesforce is preferred.
• Language Requirements
• Native-level Japanese
• Business-level English
• Preferred Industry Background
• Experience in software, technology, publishing, media, advertising, design, branding, or creative industries is a plus.
• Why Monotype

Benefits

Additional Information

Customer Success Manager, Japan Monotype is looking for a Customer Success Manager to support and grow relationships with our enterprise customers in Japan. In this role, you will act as a trusted advisor to key customers, helping them adopt, optimize, and realize long-term value from Monotype's Font Management Platform. You will own the post-sales customer relationship from onboarding through renewal and expansion, ensuring strong engagement, high satisfaction, and measurable customer success.

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