Manager, Customer Success

At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew. We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization. To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success. Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture. If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet you. WHAT YOU'LL DO As a Manager in the Braze Customer Success Team you will join our department’s leadership to own the entire book of business within Braze Japan. You will manage an evolving team of CSMs, taking ownership of their growth, development and achievement. You will take ultimate responsibility for your team’s book of business, building strong relationships with customers, minimizing and mitigating risks, along with successfully supporting growth opportunities to ensure your teams hit their KPIs. Team Leadership & Performance • Manage, coach, and retain a high-performing team of Customer Success Managers, driving hiring, onboarding, and continuous development. • Accountable for team KPIs across platform adoption, gross/net renewal, expansion, and customer advocacy. • Analyze the team's book of business to proactively mitigate churn risks and pursue growth opportunities. Cross-Functional & Strategic Alignment • Partner with Sales Leadership to align strategies, execute joint account planning, and deliver strong commercial outcomes. • Act as the senior escalation point for critical account issues within your team’s portfolio. • Advocate for customer use cases internally with Product, Engineering, and cross-functional teams. Customer Value & Operations • Build strong relationships with senior customer executives, ensuring clients continuously achieve value from Braze. • Guide CSMs in driving independent platform adoption and technical integration across the customer lifecycle. • Identify and implement process improvements to scale Customer Success operations. WHO YOU ARE Leadership & People Management • 3+ years of experience managing or mentoring staff, with a proven track record of inspiring teams, driving individual growth, and consistently exceeding KPIs. • High intellectual curiosity and a strong passion for continuous learning, process optimization, and team development. Professional Experience & Expertise • 5+ years of experience in Customer Success, Account Management, Consultancy, or MarTech. • Proven track record of managing clients across their lifecycle, paired with strong project management skills. • Technical proficiency in two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Analytics, or HTML/programming basics. Communication & Relationship Building • Exceptional written and verbal communication skills with outstanding follow-through and attention to detail. • Strong interpersonal skills to build trusted relationships with senior customer executives, cross-functional stakeholders, and internal leadership. • Collaborative, team-first mindset with strong problem-solving abilities. • Business fluency in both Japanese and Eng