Customer Success Manager, Japan
At a glance
Mid-level Customer Success role at Monotype. Tokyo · full-time.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Own post-sale relationships for enterprise accounts in Japan from onboarding through renewal and expansion
- Guide customers through adoption, training, demonstrations, reviews, and continued use of the Font Management Platform
- Track engagement, usage patterns, and account health to surface risks and growth opportunities
- Create success plans, coordinate escalations, and work with Sales, Product, Renewals, and Support
- Use customer feedback and product needs to inform improvement and roadmap discussions
What you bring
- At least two years in Customer Success, Account Management, or another customer-facing position, preferably in SaaS or technology
- Native-level Japanese and business-level English are required for customer and internal communication
- Experience handling customer data, engagement measures, usage patterns, or account-health signals
- Strong relationship, communication, stakeholder-management, and multi-account prioritization skills
Who this fits
This role suits a proactive customer manager who can support enterprise accounts and coordinate several internal teams. You’ll work in a global, fast-moving setting and travel to customer sites roughly twenty to thirty percent of the time. The position is based in Tokyo, Japan.
From the employer
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.
Key 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%.
Qualifications
- 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
Monotype helps some of the world’s most recognizable brands manage, protect, and scale their visual identity through font and brand asset technology. As a Customer Success Manager in Japan, you will play a key role in helping enterprise customers improve brand consistency, operational efficiency, and governance across digital, creative, and product environments.
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