Manager, Customer Success

About the role

Braze is looking for a Manager to lead its Customer Success team in Japan. You will own the entire book of business, guide a growing team of CSMs, and ensure customers achieve continuous value from the platform.

Key responsibilities

• Manage, coach, and retain a high‑performing team of Customer Success Managers, overseeing hiring, onboarding and ongoing development.
• Own team KPIs such as platform adoption, renewal rates, expansion revenue and customer advocacy.
• Analyze the book of business to proactively mitigate churn risk and identify growth opportunities.
• Partner with Sales Leadership for joint account planning and commercial outcomes.
• Serve as senior escalation point for critical account issues and advocate customer use cases with Product, Engineering and other cross‑functional teams.
• Build strong relationships with senior customer executives and guide CSMs in driving platform adoption and technical integration.
• Identify and implement process improvements to scale Customer Success operations.

Required profile

• 3+ years of experience managing or mentoring staff with a proven record of exceeding KPIs.
• 5+ years in Customer Success, Account Management, Consultancy or MarTech.
• Strong project‑management skills and ability to manage clients across the lifecycle.
• Business fluency in Japanese and English, both spoken and written.

Required skills

• SaaS
• Mobile
• APIs
• Marketing Automation
• Analytics
• HTML / basic programming

What we offer

• Competitive compensation, potentially including equity.
• Retirement and Employee Stock Purchase Plans.
• Flexible paid time off and hybrid ways of working.
• Comprehensive medical, dental, vision, life and disability benefits.
• Family services such as fertility benefits and paid parental leave.
• Professional development through formal career pathing, learning platforms and a yearly stipend.
• Inclusive culture recognized as a Great Place to Work®.