Senior Customer Success Manager

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. As a Customer Success Manager based in Seoul, you will work primarily with Resellers to help their clients realise value from their investment in Braze. WHAT YOU’LL DO • Partner with Braze Reseller team to drive renewals of Reseller customers, retention and net retention targets. • Be the primary Customer Success point of contact for our reseller teams and trusted advisor at Braze. • Manage a portfolio spanning multiple reseller partners in parallel, each with its own governance cadence, technical maturity and customer mix. • Partner with the commercial owners at Braze, taking a lead role to ensure excellent customer experience and commercial alignment. • Drive feature adoption by building a shared Success Plan with your reseller teams and customers, providing strategic guidance, enablement, and day-to-day advice to help them help their clients meet their business objectives with Braze. • Drive customer advocacy by building strong customer communities in our key markets, including reseller- and existing-customer-facing community events and sessions. • Be a strategic thought leader for your reseller partners, analyzing use-cases and recommending market/vertical best practices to enhance client marketing programs. • Proactively analyze your partner’s customers product usage through use of platforms such as; Gainsight, Looker and Salesforce to identify opportunities and risks to account health. • Maintain ongoing regular contact with our reseller teams via ad-hoc communications, regular check-ins, events, and Executive Business Reviews. • Work as a neutral, even-handed partner across our full reseller ecosystem, holding every partner to consistent standards and maintaining the trust of each of them. • Advocate for our reseller’s customers, soliciting and synthesizing customer product feedback to contribute to product development. • Provide continuing education for your reseller teams to maximize their product proficiency, running reseller enablement sessions yourself, and identifying new or unused Braze features that could provide value for their customers and represent an upsell opportunity for Braze. • Be a contact point for strategy, product training inquiries, and day-to-day support for your resellers. You will hold technical conversations directly with reseller teams and coordinate with Technical Support, Industry Solutions, and Deliverability Services to drive escalations through to resolution. • This role is based in Seoul. You will work with our resellers and their customers across South Korea both remotely and onsite, with periodic regional travel. • You will be the main point of contact for Braze Customer Success into South Korea. Business-fluent Korean and professional working English are both essential. 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 responsibilities commensurate with the role. WHO YOU ARE You are an established customer success professional who finds satisfaction in helping your customers achieve great things. You have an excellent track record in customer success or a related role and are excited to work with complex multinational businesses. • You are energetic, proactive and outgoing. You build relationships quickly, get ahead of issues before they land in your inbox, and are comfortable being highly visible with partners and their customers. • You have significant project management experience and/or formal certifications (PMP, Agile, etc). • You have exemplary written and verbal communication skills coupled with unparalleled follow up skills. Clients trust that you listen and understand their problems. • You’re known for being a “team player.” • High level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others. • You have strong technical domain knowledge across two or more of the following: SaaS, Mobile, APIs and SDKs, data integration, Marketing Automation, Direct Marketing, Analytics or Programming (HTML, Liquid etc). Our reseller partners are technically sophisticated, so you will need to be comfortable working through platform, integration and data questions directly rather than routing every question elsewhere. • Hands-on experience with Braze is strongly preferred. Experience with a comparable customer engagement or marketing technology platform is a strong alternative. You will be ramping in a market where day-to-day in-person platform coaching is limited, so arriving with existing platform fluency matters. • Working knowledge of the message channels prevalent in the Korean market e.g. KakaoTalk (AlimTalk / ChinguTalk), LMS/MMS and push. • Business-fluent Korean and professional working English. You will operate in Korean with partners and their customers, and in English across Braze’s regional and glob