Manager, Customer Success
WHAT YOU'LL DO
As a Manager in the Braze Customer Success Team you will join our department’s leadership to own the entire book of business within Braze Japan. You will manage an evolving team of CSMs, taking ownership of their growth, development and achievement. You will take ultimate responsibility for your team’s book of business, building strong relationships with customers, minimizing and mitigating risks, along with successfully supporting growth opportunities to ensure your teams hit their KPIs.
Team Leadership & Performance
Manage, coach, and retain a high-performing team of Customer Success Managers, driving hiring, onboarding, and continuous development.
Accountable for team KPIs across platform adoption, gross/net renewal, expansion, and customer advocacy.
Analyze the team's book of business to proactively mitigate churn risks and pursue growth opportunities.
Cross-Functional & Strategic Alignment
Partner with Sales Leadership to align strategies, execute joint account planning, and deliver strong commercial outcomes.
Act as the senior escalation point for critical account issues within your team’s portfolio.
Advocate for customer use cases internally with Product, Engineering, and cross-functional teams.
Customer Value & Operations
Build strong relationships with senior customer executives, ensuring clients continuously achieve value from Braze.
Guide CSMs in driving independent platform adoption and technical integration across the customer lifecycle.
Identify and implement process improvements to scale Customer Success operations.
WHO YOU ARE
Leadership & People Management
3+ years of experience managing or mentoring staff, with a proven track record of inspiring teams, driving individual growth, and consistently exceeding KPIs.
High intellectual curiosity and a strong passion for continuous learning, process optimization, and team development.
Professional Experience & Expertise
5+ years of experience in Customer Success, Account Management, Consultancy, or MarTech.
Proven track record of managing clients across their lifecycle, paired with strong project management skills.
Technical proficiency in two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Analytics, or HTML/programming basics.
Communication & Relationship Building
Exceptional written and verbal communication skills with outstanding follow-through and attention to detail.
Strong interpersonal skills to build trusted relationships with senior customer executives, cross-functional stakeholders, and internal leadership.
Collaborative, team-first mindset with strong problem-solving abilities.
Business fluency in both Japanese and English (spoken and written).