Manager, Customer Success
Core
Lead the Customer Success team for Braze Japan, owning the entire book of business and driving growth and retention for enterprise clients.
Role type
Senior Manager, Customer Success (Regional)
Builds
Customer retention, platform adoption, and revenue expansion for Braze's Japan market.
Domain
B2B SaaS / MarTech / Customer Engagement
Required skills
Team leadership and performance management, KPI ownership (renewals/expansion), churn risk mitigation, cross-functional strategy alignment, senior executive relationship building, process optimization, SaaS/MarTech domain expertise, project management, Japanese and English business fluency.
Preferred skills
Experience with mobile APIs, marketing automation, analytics platforms, HTML/programming basics.
Technologies
SaaS, Mobile, APIs, Marketing Automation, Analytics, HTML
Responsibilities
Manage, coach, and retain a high-performing team of CSMs; Analyze the book of business to mitigate churn and pursue growth; Partner with Sales Leadership for joint account planning; Act as senior escalation point for critical account issues; Build relationships with senior customer executives; Identify and implement process improvements to scale operations.
Seniority
Manager, hands-on leadership