Customer Success Manager, Global SMB

Braze
Jakarta
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementSkills: ["Communication","Follow-up","Teamwork","Mentoring","Accountability"]

Own the customer success strategy for agile, technology-focused SMB brands, driving adoption and measurable value from Braze. Analyze account usage, recommend process changes, and use internal tools to efficiently manage and grow portfolios. Serve as escalation and product-training point of contact, lead Executive Business Reviews, and partner with onboarding and account teams to support renewals and seamless transitions to ongoing active users.

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FursaFursa
Braze
Braze
1 month ago

Customer Success Manager, Global SMB

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Last checked: 2 hours agoStatus: Live

Job Summary

Own the customer success strategy for agile, technology-focused SMB brands, driving adoption and measurable value from Braze. Analyze account usage, recommend process changes, and use internal tools to efficiently manage and grow portfolios. Serve as escalation and product-training point of contact, lead Executive Business Reviews, and partner with onboarding and account teams to support renewals and seamless transitions to ongoing active users.
Location: Jakarta
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Drive product adoption across a variety of innovating SMB accounts and empower customers to use Braze effectively.
  • •Provide recommendations to clients on adapting business processes to efficiently work with Braze.
  • •Serve as a point of escalation for strategy, product training, and non-technical support questions, answering strategic questions via a queue.
  • •Deliver Braze product expertise through check-ins and business reviews, including leading Executive Business Reviews with key stakeholders.
  • •Partner with Account Managers and Customer Onboarding Managers to align on renewals, own renewal targets, and transition accounts from onboarding to ongoing active users.

Pay and Benefits

Perks:Health InsuranceDentalVisionLifeDisability401kEquityPaid LeaveLearning BudgetParental Leave

Key Requirements

  • •Exemplary written and verbal communication skills with strong follow-up and the ability to understand client problems.
  • •Experience managing a large number of accounts with a “Tech-Touch” engagement model.
  • •Domain knowledge of two or more areas such as SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, or Basic Programming.
  • •Ability to work as a team player, mentor peers, and collaborate cross-functionally while contributing to internal projects.
  • •Openness to frequent feedback and a high level of intellectual curiosity to learn how the role impacts others.
Experience:SaaSMobileAPIsMarketing AutomationMarketing Analytics
Skills:CommunicationFollow-upTeamworkMentoringAccountability
Languages:English

Company Brief

Braze
Provides a customer engagement platform that helps brands create personalized messaging and lifecycle campaigns across mobile, web, email, and other channels to drive retention, engagement, and revenue.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 100M to 250M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: New York, United States
Founded: 2011
WebsiteLinkedIn