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Braze is seeking a Senior Customer Success Manager to join its Enterprise team in Singapore, focusing primarily on customers in Thailand. This role serves as the main point of contact and trusted advisor for high-profile established brands, 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 customers by synthesizing product feedback for the development team.
You will coordinate across Braze teams including Technical Support, Industry Solutions, and Deliverability Services to ensure seamless customer support. Additional duties include mentoring junior colleagues, providing continuing education on product features and upsell opportunities, and acting as an escalation point for customer issues. The role involves onsite customer visits and potential international travel.
The ideal candidate is an established customer success professional with 3-6 years of relevant experience in onboarding, customer success, implementations, or project management. You must be an excellent communicator with exemplary written and verbal skills, strong relationship-building abilities, and intellectual curiosity. Technical domain knowledge in SaaS, mobile, APIs, marketing automation, analytics, or programming is required. Project management experience or certifications (PMP, Agile) are valued. Fluency in Thai is essential for this role.
