Manager, Customer Success
Lead the Customer Success team in Japan, managing growth and development while ensuring customer satisfaction and achieving KPIs.
Posted by employer 1 day ago
First seen on Joblaze 15 hours ago
Last verified on the company career page 15 hours ago
Skills & Technologies
What you'll build
- Manage a team of Customer Success Managers
- Build strong relationships with customers
- Analyze the team's book of business
- Partner with Sales Leadership
- Identify and implement process improvements
Must have
- 3+ years of experience managing or mentoring staff
- 5+ years of experience in Customer Success
- Business fluency in both Japanese and English
Nice to have
- Strong project management skills
- Technical proficiency in SaaS, Mobile, APIs
- High intellectual curiosity
Requirements
- Experience
- 5+ years
Not disclosed in this posting: compensation, work arrangement, visa sponsorship.
Benefits
Joblaze summary
In the role of Manager, Customer Success at Braze, the individual will oversee a team of Customer Success Managers, focusing on team development and ensuring customer satisfaction through effective relationship management. Key skills include experience in customer success or account management, along with technical proficiency in SaaS and marketing technologies. This position is ideal for someone with a strong leadership background and a proven track record in driving team performance and client engagement. Braze emphasizes a collaborative culture, making it a fitting environment for those who thrive in dynamic settings.
Joblaze insights
- Listed today — first seen on Joblaze October 21, 2026. Last confirmed on Braze's careers page October 21, 2026.
Quick facts
- How much experience is required?
- At least 5 years of relevant experience for this Manager, Customer Success role.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: APIs, Analytics, Marketing Automation, Mobile, SaaS.
- What seniority level is this role?
- Braze targets senior candidates for this position.
- Is this full-time or contract?
- Full-time for this Manager, Customer Success role at Braze.
From the original posting
At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.
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 English (spoken and written).
WHAT WE OFFER
Standard company text repeated across Braze's postings is omitted here.