Senior Customer Success Manager

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About the role

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. WHO WE ARE Braze (Nasdaq) は、顧客とブランドの良質な関係構築を支援するカスタマーエンゲージメントプラットフォームを提供しています。海外ではBurger King、KFC、McDonarld、Mercari、PizzaHut、SEPHORA、日本ではタイミー、コスモ石油、マネーフォワード、freee、サンリオ等で活用されています。 データ発生から1.1秒でマーケティング施策に活用でき、生成AIを活用したパーソナライズコミュニケーションを支援し、店舗・ウェブ・アプリとマルチに広がるチャネルに対応した一貫した人間らしいデジタル体験を提供し、ブランドと消費者の結びつきを強くし、収益とブランド価値強化の双方を実現します。テクノロジーとクリエイティビィティーが融合させるマーケティング5.0の実現インフラといっても過言ではありません。 Braze は米国と英国でGreat Place to Work®として認定されており、2022 年、Braze はニューヨークのFortune's Best Small and Medium Workplaces で1 位、アメリカのFortune's Best Workplaces for Millennials で5 位、イギリスのFortune's Best Medium Sized Workplaces for Women で11 位を獲得しました。 ニューヨークの本社をはじめ、東京以外にもオースティン、ベルリン、シカゴ、ロンドン、パリ、サンフランシスコ、シンガポール、トロントなど、世界各地で多くの社員が働いています。 WHAT YOU'LL DO As a Braze Senior Customer Success Manager you will work closely with some of the most innovative brands in Japan to help them realize value from their investment in Braze. • Own client renewals, retention and net retention targets for your customers • Be your customers’ main point of contact and trusted advisor at Braze • Partner with Account Executives to provide an excellent customer experience and to ensure commercial alignment • Drive feature adoption by building a shared Success Plan with your customers, providing strategic and technical guidance, enablement, and day-to-day advice to help them hit their objectives with Braze • Drive customer advocacy by building strong customer relationships and creating mutual value for your customers and Braze • Proactively analyze your customer product usage to identify opportunities and risks to account health • Maintain ongoing regular contact with your customers via ad-hoc communications, regular check-ins, events, and Executive Business Reviews. • Advocate for your customers, soliciting and synthesizing customer product feedback to contribute to product development • Provide continuing education for customers to maximize product usage, identifying new or unused Braze features that could provide value for your customer and represent an upsell opportunity for Braze. • In addition to being a dedicated contact for strategy, product training inquiries, you will coordinate with other Braze teams including Technical Support, Industry Solutions, and Deliverability Services to ensure your customers receive the support they need simply and seamlessly • Work with Delivery Managers and other Customer Success Partners to seamlessly transition clients from onboarding to ongoing activity. • You will likely spend time onsite with customers and may travel [internationally] Please note this job description cannot possibly cover every duty you may need to undertake, you may be asked by your line manager to handle other reasonable responsibi

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