Senior Customer Success Manager
WHO WE ARE
Braze (Nasdaq) は、顧客とブランドの良質な関係構築を支援するカスタマーエンゲージメントプラットフォームを提供しています。海外ではBurger King、KFC、McDonarld、Mercari、PizzaHut、SEPHORA、日本ではメルカリ、タイミー、コスモ石油、マネーフォワード、freee、サンリオ、ミスミ等で活用されています。
データ発生から1.1秒でマーケティング施策に活用でき、生成AIを活用したパーソナライズコミュニケーションを支援し、店舗・ウェブ・アプリとマルチに広がるチャネルに対応した一貫した人間らしいデジタル体験を提供し、ブランドと消費者の結びつきを強くし、収益とブランド価値強化の双方を実現します。テクノロジーとクリエイティビィティーが融合させるマーケティング5.0の実現インフラといっても過言ではありません。
Braze は米国と英国でGreat Place to Work®として認定されており、2022 年、Braze はニューヨークのFortune's Best Small and Medium Workplaces で1 位、アメリカのFortune's Best Workplaces for Millennials で5 位、イギリスのFortune's Best Medium Sized Workplaces for Women で11 位を獲得しました。
ニューヨークの本社をはじめ、東京以外にもオースティン、ベルリン、シカゴ、ロンドン、パリ、サンフランシスコ、シンガポール、トロントなど、世界各地で多くの社員が働いています。
WHAT YOU'LL DO
As a Braze Senior Customer Success Manager you will work closely with some of the most innovative brands in Japan to help them realize value from their investment in Braze.
Own client renewals, retention and net retention targets for your customers
Be your customers’ main point of contact and trusted advisor at Braze
Partner with Account Executives to provide an excellent customer experience and to ensure commercial alignment
Drive feature adoption by building a shared Success Plan with your customers, providing strategic and technical guidance, enablement, and day-to-day advice to help them hit their objectives with Braze
Drive customer advocacy by building strong customer relationships and creating mutual value for your customers and Braze
Proactively analyze your customer product usage to identify opportunities and risks to account health
Maintain ongoing regular contact with your customers via ad-hoc communications, regular check-ins, events, and Executive Business Reviews.
Advocate for your customers, soliciting and synthesizing customer product feedback to contribute to product development
Provide continuing education for customers to maximize product usage, identifying new or unused Braze features that could provide value for your customer and represent an upsell opportunity for Braze.
In addition to being a dedicated contact for strategy, product training inquiries, you will coordinate with other Braze teams including Technical Support, Industry Solutions, and Deliverability Services to ensure your customers receive the support they need simply and seamlessly
Work with Delivery Managers and other Customer Success Partners to seamlessly transition clients from onboarding to ongoing activity.
You will likely spend time onsite with customers and may travel [internationally]
Please note this job description cannot possibly cover every duty you may need to undertake, you may be asked by your line manager to handle other reasonable responsibilities commensurate with the role.
WHO YOU ARE
You are passionate about customer success and find satisfaction in helping your customers achieve great things.
You have a proven track record in customer success and are seeking to progress your career, with one of the industry’s most advanced customer success teams.
You are an excellent communicator with exemplary written and verbal communication skills (Japanese), business proficient English, coupled with unparalleled follow up skills. Clients and colleagues have the impression that you listen and understand the strategic problems they are trying to solve
You’re excited by working with companies of all sizes who want to elevate their customer experiences
You’re known for being a “team player.” We just can’t emphasize this enough
You build great relationships with colleagues and customers
You have a high level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others
You have experience successfully managing complex accounts or projects with sophisticated clients, multiple stakeholders, and competing priorities
You have excellent time management skills
You have domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics or Programming (HTML etc)
2-5 years relevant experience in a related area, for example Onboarding, Customer Success, Implementations or Project Management