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About the Role

As a Braze Customer Success Manager, you will collaborate with innovative Japanese brands to ensure they derive maximum value from their Braze investment. You will be the primary point of contact and trusted advisor for your clients, owning renewal and retention targets, and partnering with Account Executives to deliver an exceptional customer experience.

Responsibilities

• Own client renewals, retention and net retention targets.
• Serve as the primary point of contact and trusted advisor for customers.
• Partner with Account Executives to ensure excellent customer experience and commercial alignment.
• Drive feature adoption by developing Success Plans, providing strategic and technical guidance, enablement, and advice.
• Cultivate customer advocacy through strong relationships and mutual value creation.
• Proactively analyze customer product usage to identify opportunities and risks.
• Maintain regular customer contact through various communication channels and reviews.
• Advocate for customers by synthesizing product feedback for development.
• Provide ongoing education to maximize product usage and identify upsell opportunities.
• Coordinate with internal teams (Technical Support, Industry Solutions, Deliverability Services) to ensure seamless customer support.
• Collaborate with Onboarding Managers and Customer Success Partners for smooth client transitions.
• Potentially spend time onsite with customers and travel internationally.
• Handle other reasonable responsibilities as assigned by management.

Requirements

• Passion for customer success and helping clients achieve goals.
• Proven track record in customer success.
• Excellent communicator with exemplary written and verbal Japanese skills.
• Business proficient English.
• Unparalleled follow-up skills.
• Ability to listen and understand strategic client problems.
• Excitement for working with companies of all sizes to elevate customer experiences.
• Strong team player.
• Ability to build great relationships with colleagues and customers.
• High level of intellectual curiosity.
• Experience managing complex accounts or projects with sophisticated clients, multiple stakeholders, and competing priorities.
• Excellent time management skills.
• Domain knowledge in two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, or Programming (HTML etc).
• 2-5 years of relevant experience in areas such as Onboarding, Customer Success, Implementations, or Project Management.

Skills

• Customer Success
• Client Relationship Management
• Strategic Planning
• Technical Guidance
• Product Adoption
• Customer Advocacy
• Data Analysis
• Communication (Japanese and English)
• Time Management
• SaaS
• Mobile
• APIs
• Marketing Automation
• Direct Marketing
• Marketing Analytics
• Programming (HTML etc)

Location

• Tokyo

Work Type

• Onsite
• Hybrid
• International Travel

Experience Level

• 2-5 years relevant experience

Salary/Compensations

• Competitive compensation that may include equity

Benefits

• Comprehensive benefits plans covering medical, dental, vision, life, and disability
• Retirement and Employee Stock Purchase Plans
• Flexible paid time off
• Family services including fertility benefits and equal paid parental leave
• Professional development support (formal career pathing, learning platforms, yearly stipend)
• Curated in-office employee experience
• Opportunities to give back to the community (Volunteer Week, donation matching)
• Employee Resource Groups
• Collaborative, transparent, and fun culture recognized as a Great Place to Work®

About the Company

• Braze is the leading customer engagement platform that empowers brands to Be Absolutely Engaging™.
• Braze helps brands deliver great customer experiences that drive value for consumers and businesses.
• BrazeAI™ allows marketers to combine and activate AI agents, models, and features for smarter, faster, and more meaningful customer engagement.
• Braze enables personalized, 1:1 customer experiences through cross-channel messaging, journey orchestration, and AI-powered decisioning.
• Recognized as a Leader in marketing technology by industry analysts.
• Named a G2 “Best of Marketing and Digital Advertising Software Product” in 2026.
• Named a 2026 Best Places to Work by Built In.
• Named a 2025 America’s Greenest Companies by Newsweek.
• Named a 2025 Fortune Best Workplace in Technology™ by Great Place To Work®.
• Certified as a Great Place to Work® in the U.S., the UK, Australia, and Singapore.
• Headquartered in New York with offices globally.

Equal Opportunity

• Braze is an equal opportunity employer.
• We strive to create equitable growth and opportunities inside and outside the organization.
• We are committed to offering all candidates a fair, accessible, and inclusive experience – regardless of age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or status as a protected veteran.
• We encourage individuals to apply even if they do not meet 100% of the criteria.