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Braze is seeking a Manager for Customer Success to lead the company's customer success operations in Japan. In this role, you will own the entire book of business for Braze Japan and manage an evolving team of Customer Success Managers, taking responsibility for their growth, development, and achievement.
Key responsibilities include:
**Team Leadership & Performance**
Manage, coach, and retain a high-performing team of Customer Success Managers, driving hiring, onboarding, and continuous development. You will be 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.
Braze is the leading customer engagement platform empowering brands to deliver exceptional customer experiences. The platform combines composable intelligence and AI agents to enable smarter, faster, and more meaningful customer engagement across cross-channel messaging, journey orchestration, and AI-powered decisioning.
The company has been recognized as a Leader in marketing technology by industry analysts, named a 2025 Best Companies To Work For by U.S. News and World Report, and certified as a Great Place to Work® in multiple regions. Braze is headquartered in New York with offices globally including Tokyo.
**Requirements:**
**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 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)
