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About the Role

As a Braze Senior 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 a trusted advisor, owning client renewals, retention, and net retention targets. Your role involves partnering with Account Executives, driving feature adoption through strategic guidance and enablement, and fostering customer advocacy by building strong relationships. You will proactively analyze customer product usage to identify opportunities and risks, maintain regular contact through various channels, and advocate for customers by synthesizing product feedback for development. Additionally, you will provide ongoing education to maximize product usage, identify upsell opportunities, and coordinate with internal teams like Technical Support and Industry Solutions to ensure seamless customer support. You will also work with Delivery Managers to transition clients from onboarding to ongoing activities and may spend time onsite with customers, potentially traveling internationally.

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 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
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

Requirements

Passionate about customer success and helping customers achieve great things
Proven track record in customer success
Excellent communicator with exemplary written and verbal communication skills (Japanese)
Business proficient English
Unparalleled follow up skills
Ability to listen and understand the strategic problems clients are trying to solve
Excited by working with companies of all sizes who want to elevate their customer experiences
Team player
Ability to build great relationships with colleagues and customers
High level of intellectual curiosity
Experience successfully managing complex accounts or projects with sophisticated clients, multiple stakeholders, and competing priorities
Excellent time management skills
Domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics or Programming (HTML etc)
2-5 years relevant experience in a related area, for example Onboarding, Customer Success, Implementations or Project Management

Skills

SaaS
Mobile
APIs
Marketing Automation
Direct Marketing
Marketing Analytics
Programming (HTML etc)

Location

Tokyo
International

Work Type

Onsite
Hybrid

Experience Level

Senior
2-5 years relevant experience

Benefits

Competitive compensation that may include equity
Retirement and Employee Stock Purchase Plans
Flexible paid time off
Comprehensive benefit plans covering medical, dental, vision, life, and disability
Family services that include fertility benefits and equal paid parental leave
Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
A curated in-office employee experience, designed to foster community, team connections, and innovation
Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
Employee Resource Groups that provide supportive communities within Braze
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 both for consumers and for their businesses.
Built on a foundation of composable intelligence, BrazeAI™ allows marketers to combine and activate AI agents, models, and features at every touchpoint throughout the Braze Customer Engagement Platform for smarter, faster, and more meaningful customer engagement.
From cross-channel messaging and journey orchestration to Al-powered decisioning and optimization, Braze enables companies to turn action into interaction through autonomous, 1:1 personalized experiences.
The company has been consistently recognized as a Leader in marketing technology by industry analysts, and was named a G2 “Best of Marketing and Digital Advertising Software Product” in 2026.
Braze was also named a 2026 Best Places to Work by Built In, a 2025 America’s Greenest Companies by Newsweek, and a 2025 Fortune Best Workplace in Technology™ by Great Place To Work®.
Braze is also proudly certified as a Great Place to Work® in the U.S., the UK, Australia, and Singapore.
The company is headquartered in New York with offices in Austin, Berlin, Bucharest, Chicago, Dubai, Jakarta, London, Paris, San Francisco, São Paulo, Singapore, Seoul, Sydney and Tokyo.

Equal Opportunity

At Braze, we strive to create equitable growth and opportunities inside and outside the organization.
Building meaningful connections is at the heart of everything we do, and that includes our recruiting practices.
We're 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.
When applying and interviewing with Braze, we want you to feel comfortable showcasing what makes you you.
We know that sometimes different circumstances can lead talented people to hesitate to apply for a role unless they meet 100% of the criteria.
If this sounds familiar, we encourage you to apply, as we’d love to meet you.