Customer Experience Manager, APAC

What You'll Do:

• Team Leadership & Management:
• Lead and develop our Japan-based support and onboarding/implementation team, coaching experienced specialists, strengthening capability, and creating a clear operating rhythm
• Set measurable goals and expectations, and use data to track progress across customer outcomes, delivery quality, and team performance
• Build a team culture that is accountable, collaborative, and customer-first, while reinforcing a strong connection with global CX teams and 3E ways of working
• Ensure the team stays current on product features and best practices, translating knowledge into consistent, high-quality execution
• Support hiring and team growth, including interview participation and candidate evaluation
Onboarding & Implementation Oversight:
• Partner with other CX leaders and cross-functional stakeholders (Product, Commercial, Marketing) to deliver onboarding and implementation that aligns with 3E standards and customer expectations
• Continuously refine onboarding and implementation workflows so customers reach value quickly, and handovers are smooth
• Oversee implementation and delivery against milestones and timelines, ensuring clear communication and proactive risk management
Customer Support Oversight:
• Lead the day-to-day customer support operation in Japan, delivering timely, accurate, and empathetic responses in a high-touch support model
• Monitor key indicators (response time, resolution time, CSAT) and translate insights into practical improvements to raise consistency and quality
• Own customer communication through escalation and resolution, coordinating resolutions effectively with engineering via Jira-linked workflows
• Identify recurring issues and drive root-cause actions to reduce repeat incidents and improve customer confidence
Customer Experience Strategy & Team Culture:
• Act as a key connector between Japan and global CX, aligning local execution to an established global framework and adapting where needed to reflect local customer realities
• Work closely with the commercial team, strengthening day-to-day collaboration for customer retention and expansion
• Use customer feedback and operational data to spot trends and influence priorities, improving retention, satisfaction, and long-term customer outcomes
• Drive ongoing improvements in playbooks, processes, and tooling to increase team efficiency and scalability as the Japan business grows

What Makes You a Great Fit

• Native-level Japanese and business-level English proficiency (written and verbal), with the ability to communicate effectively in meetings and presentations for a global environment
• Demonstrated experience supporting customers in the Japan market, ideally within B2B and/or Software as a Service (SaaS) environments
• At least two (2) years of people management experience in enhancing team performance and skill development
• Expertise in IT or technical project management methodologies (Scrum, Agile, or equivalent), including stakeholder alignment and milestone-based delivery
• At least 4+ years of experience across the customer experience lifecycle with responsibility for service quality and outcomes
• Experience using customer support and delivery tools such as Jira, Zendesk (or equivalent), and project collaboration platforms (e.g., Asana, Smartsheet)
• Ability to explain technical or complex issues clearly and professionally to customers and internal stakeholders
• Comfort operating in a dynamic environment, with the ability to improve processes while maintaining high service standards
• Strong analytical and structured problem-solving skills; ability to interpret operational/customer data and translate insights into practical improvements
• Ability and willingness to work onsite three days a week from our Tokyo office


Preferred/ Nice to have:
• Experience supporting customers beyond Japan across APAC
• Background in SaaS / B2B and/or regulatory, compliance, or information services products
• Experience scaling CX teams/operations in a growth environment
• Prior IT background or an understanding of software development cycles and agile practices
• Experience with SSO/IDP integrations (Okta, Azure, Ping), MFA, SQL databases; troubleshooting APIs / web service architectures
• Knowledge or experience with SAP (SAP integration, SAP ABAP, or related technologies)
• Domain knowledge in chemical workplace safety, product safety/stewardship, or sustainable supply chain management

What is in it for you?

• Impactful Work: Every day, you’ll contribute to initiatives that protect people, safeguard products, and help businesses thrive for an industry-leading organization. 
• Collaborative Culture: Work alongside a team of dedicated professionals passionate about delivering excellence and innovation.
• Career Growth: We will set you up for success with a hands-on training program to equip you with the skills you’ll need to accomplish results. Enjoy opportunities for professional development in an environment that celebrates creativity, flexibility, and results.
• Building a Business: You will get to experience a sense of building a business in the APAC region in a fast-paced, dynamic environment as we look to further accelerate our growth in this region over the coming years.