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Braze is a customer engagement platform (Nasdaq-listed) that helps brands build meaningful relationships with customers. The platform processes data in 1.1 seconds for marketing activation, leverages generative AI for personalized communication, and supports omnichannel experiences across stores, web, and apps. Braze serves major global brands including Burger King, KFC, McDonald's, Sephora, and in Japan: Mercari, Timmy, Cosmo Oil, MoneyForward, freee, Sanrio, and MISUMI.
As Senior Customer Success Manager in Tokyo, you will be the trusted advisor for innovative Japanese brands, owning their renewals, retention, and net retention targets. You'll serve as the primary point of contact, partnering with Account Executives to deliver exceptional customer experience and commercial alignment.
Key responsibilities include: building shared Success Plans with customers to drive feature adoption and strategic guidance; proactively analyzing product usage to identify opportunities and risks; maintaining regular contact through check-ins, events, and Executive Business Reviews; advocating for customer needs to product development; identifying upsell opportunities through education on new features; coordinating with Technical Support, Industry Solutions, and Deliverability Services teams; and transitioning clients from onboarding to ongoing success. You may travel internationally and spend time onsite with customers.
You bring proven customer success experience and are seeking career progression with an industry-leading CS team. You're an excellent communicator with native-level Japanese and business-proficient English. You excel at managing complex accounts with sophisticated clients and multiple stakeholders. You have domain knowledge in SaaS, mobile, APIs, marketing automation, direct marketing, or marketing analytics. You're intellectually curious, a strong team player, and known for building great relationships and exceptional follow-up.
