Customer Success Manager, Platform Team

<div class="content-intro"><p>At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.</p> <p>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.</p> <p>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.</p> <p>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.</p> <p>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.</p></div><p><strong>WHAT YOU’LL DO</strong></p> <p>As a Platform Customer Success Manager, you will be a vital part of our Global Customer Support Team, working closely with agile, technology-focused brands to maximize the value of their Braze investment. You'll be a key resource, providing expert guidance and solutions to inbound customer inquiries, fostering product adoption and growth, and shaping the future of our customer support strategy.</p> <p>Your responsibilities will include:</p> <ul> <li>Driving increased product adoption across a variety of accounts, enabling clients to effectively utilize Braze and achieve their desired outcomes.</li> <li>Serving as a primary point of contact for inbound customer inquiries via email and other channels, providing timely and insightful solutions.</li> <li>Becoming a trusted Braze product expert, mastering the dashboard and integration processes to empower clients to master the product.</li> <li>Maintaining a high level of product knowledge and staying up-to-date with new features and best practices.</li> <li>Collaborating effectively with Account Managers, Customer Success Managers, Technical teams, and other cross-functional teams to deliver seamless and exceptional customer experiences.</li> <li>Contributing to the ongoing improvement of processes, internal enablement, and support strategies to optimize customer support.</li> <li>Proactively identifying opportunities to enhance customer satisfaction and drive product adoption.</li> <li>Working a hybrid schedule, including three days per week in the Jakarta office.</li> </ul> <p><em>Please note this job description does not cover every duty you may need to undertake, you may be asked by your manager to handle other reasonable responsibilities commensurate with the role.<br><br></em></p> <p><strong>WHO YOU ARE</strong></p> <ul> <li>2-3 years of work experience, ideally supporting a technical product, with a strong preference for SaaS experience.</li> <li>Excellent communication skills and a customer-centric attitude.</li> <li>High level of intellectual curiosity and a passion for continuous learning.</li> <li>Strong problem-solving skills and the ability to think critically and creatively.</li> <li>Ability to effectively manage and prioritize a high volume of customer inquiries and escalations, ensuring timely resolutions and clear communication with internal and external stakeholders.</li> <li>Ability to remain calm and collected under pressure.</li> <li>Team player with a willingness to collaborate and contribute to team goals.</li> <li>Demonstrates a strong growth mindset, actively seeking opportunities to learn, expand knowledge, and understand the impact of their work on others.</li> <li>Contributes to a culture of feedback by actively giving, receiving, and acting on feedback to drive individual and team improvement.</li> <li>Talent for synthesizing complex technical concepts and communicating them clearly to diverse audiences.</li> <li>Domain knowledge of two or more of the following: SaaS, Mobile Technology, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, and/or Basic Programming (HTML, SQL, etc.).</li> <li>Strong written and verbal English skills are essential.</li> </ul><div class="content-conclusion"><div class="p-rich_text_section"> <p><strong>WHAT WE OFFER<br></strong></p> <p><em>Braze benefits vary by location, and we encourage you to review our specific benefits offerings for each country </em><a href="https://www.braze.com/company/careers/how-we-hire#benefit-section"><em>here</em></a><em>. More details on benefits plans will be provided if you receive an offer of employment.</em></p> <p>From offering comprehensive benefits to fostering hybrid ways of working, we’ve got you covered so you can prioritize work-life harmony. Braze offers benefits such as:</p> <ul> <li>Competitive compensation that may include equity</li> <li>Retirement and Employee Stock Purchase Plans</li> <li>Flexible paid time off</li> <li>Comprehensive benefit plans covering medical, dental, vision, life, and disability</li> <li>Family services that include fertility benefits and equal paid parental leave</li> <li>Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend</li> <li>A curated in-office employee experience, designed to foster community, team connections, and innovation</li> <li>Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching&nbsp;</li> <li>Employee Resource Groups that provide supportive communities within Braze</li> <li>Collaborative, transparent, and fun culture recognized as a Great Place to Work®</li> </ul> <p><strong>ABOUT BRAZE<br><br></strong>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.<br><br>The company has repeatedly been recognized as a Leader in marketing technology by industry analysts, and was voted a G2 “Best of Marketing and Digital Advertising Software Product” in 2025.<br><br>Braze was also named a 2025 Best Companies To Work For by U.S. News &amp; World Report, a 2025 America’s Greatest Companies by Newsweek, and a 2025 Fortune Best Workplace in Technology™ by Great Place To Work®, among other accolades. Braze is also proudly certified as a Great Place to Work® in the U.S., the UK, Australia, and Singapore.<br><br>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.</p> <strong>BRAZE IS AN EQUAL OPPORTUNITY EMPLOYER</strong> <p>At Braze, we strive to create equitable growth and opportunities inside and outside the organization.</p> <p>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 <em>you</em>.</p> <p>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.</p> <em>Please see our</em><a href="https://www.braze.com/company/legal/privacy-policy-job-candidates"><em> </em><em>Candidate Privacy Policy</em></a><em> for more information on how Braze processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise any privacy rights.</em></div></div>