Senior Customer Success Manager

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.

Responsibilities

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 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; Drive customer advocacy by building strong customer relationships and creating mutual value; Proactively analyze customer product usage to identify opportunities and risks to account health; Maintain ongoing regular contact with customers via ad-hoc communications, regular check-ins, events, and Executive Business Reviews; Advocate for customers, soliciting and synthesizing product feedback to contribute to product development; Provide continuing education for customers to maximize product usage and identify upsell opportunities; Coordinate with Technical Support, Industry Solutions, and Deliverability Services teams; Work with Delivery Managers and other Customer Success Partners to transition clients from onboarding to ongoing activity; Spend time onsite with customers and may travel internationally

Requirements

Passion for customer success; proven track record in customer success; excellent written and verbal communication skills in Japanese; business proficient English; strong follow-up skills; experience working with companies of all sizes; strong teamwork and relationship-building skills; high intellectual curiosity; experience managing complex accounts or projects with multiple stakeholders and competing priorities; excellent time management skills; domain knowledge of two or more of: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics or Programming (HTML etc); 2-5 years relevant experience in a related area such as Onboarding, Customer Success, Implementations or Project Management

Benefits

Long-term asset building; Competitive compensation that may include equity; 401K / corporate defined contribution pension; Employee Stock Purchase Plan (ESPP); Financial coaching opportunities; Career building and development support; Learning expense subsidy; Development, coaching and counseling opportunities; Career paths created with individual, team and business growth; Access to internal learning platforms and LinkedIn Learning; Health and family support; Medical expense subsidy; Paid leave; Fertility and family forming support; Team building opportunities; Volunteer activities and Volunteer Week with donation matching; Employee Resource Groups; Weekly Wednesday Office Lunch; Cross-department lunch sessions; Referral Program; Collaborative, transparent and fun culture recognized as a Great Place to Work