Senior Customer Success Manager
As a Senior Customer Success Manager at Braze, you will collaborate with innovative brands in Japan to help them realize value from their investment in Braze. This role involves working closely with clients to ensure they achieve their objectives using Braze's customer engagement platform. Braze is a leading customer engagement platform that empowers brands to deliver personalized experiences across various channels.
In this position, you will own client renewals, retention, and net retention targets for your customers. You will serve as the main point of contact and trusted advisor, partnering with Account Executives to provide an excellent customer experience and ensure commercial alignment. Your responsibilities include driving feature adoption by building shared success plans, providing strategic and technical guidance, and offering day-to-day advice to help clients meet their objectives with Braze. Additionally, you will proactively analyze customer product usage to identify opportunities and risks to account health, maintain regular contact through various communications, and advocate for customers by soliciting and synthesizing product feedback to contribute to product development.
The ideal candidate is passionate about customer success and has a proven track record in this field. You should possess excellent written and verbal communication skills in Japanese, with business-proficient English, coupled with unparalleled follow-up skills. Experience in successfully managing complex accounts or projects with sophisticated clients, multiple stakeholders, and competing priorities is essential. Strong time management skills and domain knowledge in areas such as SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, or Programming (HTML, etc.) are also required. A background of 2-5 years in related areas like Onboarding, Customer Success, Implementations, or Project Management is preferred.
Braze offers competitive compensation that may include equity, retirement and employee stock purchase plans, flexible paid time off, and comprehensive benefit plans covering medical, dental, vision, life, and disability. Family services include fertility benefits and equal paid parental leave. Professional development is supported by formal career pathing, learning platforms, and a yearly learning stipend. The company fosters a collaborative, transparent, and fun culture recognized as a Great Place to Work®.
Joining Braze means becoming part of a genuinely approachable, exceptionally kind, and intensely passionate team. The company sets high standards, champions teamwork, and creates work-life harmony while navigating rapid global growth. Braze values autonomy, accountability, and openness to new perspectives, fostering an environment where you can make a real impact with a sharp and passionate team at your back.