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Braze is seeking a Senior Customer Success Manager to join their Scale team in Seoul. In this role, you will be the primary point of contact and trusted advisor for mid-market technology-focused brands (100-1,000 employees), helping them realize maximum value from their Braze investment.
Key responsibilities include partnering with Account Executives to drive renewals, retention, and net retention targets; building and executing shared Success Plans with customers to drive feature adoption and strategic guidance; proactively analyzing customer product usage to identify opportunities and risks; maintaining regular contact through check-ins, events, and Executive Business Reviews; and advocating for customer needs by synthesizing feedback for product development.
You will coordinate across Braze teams (Technical Support, Industry Solutions, Deliverability Services) to ensure seamless customer support, mentor junior colleagues, and serve as an escalation point for complex customer issues. The role includes onsite customer visits and potential international travel.
You are an established customer success professional with 3-6 years of relevant experience in customer success, onboarding, implementations, or project management. You excel at managing complex, high-value accounts with multiple stakeholders and competing priorities. You possess strong technical domain knowledge in areas such as SaaS, Mobile, APIs, Marketing Automation, Analytics, or Programming. You are an excellent communicator with exemplary written and verbal skills, known for being a collaborative team player who builds strong relationships with both colleagues and customers. You demonstrate high intellectual curiosity, strong time management, and ideally have project management certifications (PMP, Agile, etc.).
