Customer Success Manager, Platform Team

Confirmed live in the last 24 hours

Braze

Jakarta

Hybrid

Posted January 27, 2026

Job Description

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.

WHAT YOU’LL DO

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.

Your responsibilities will include:

Driving increased product adoption across a variety of accounts, enabling clients to effectively utilize Braze and achieve their desired outcomes.
Serving as a primary point of contact for inbound customer inquiries via email and other channels, providing timely and insightful solutions.
Becoming a trusted Braze product expert, mastering the dashboard and integration processes to empower clients to master the product.
Maintaining a high level of product knowledge and staying up-to-date with new features and best practices.
Collaborating effectively with Account Managers, Customer Success Managers, Technical teams, and other cross-functional teams to deliver seamless and exceptional customer experiences.
Contributing to the ongoing improvement of processes, internal enablement, and support strategies to optimize customer support.
Proactively identifying opportunities to enhance customer satisfaction and drive product adoption.
Working a hybrid schedule, including three days per week in the Jakarta office.

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.

WHO YOU ARE

2-3 years of work experience, ideally supporting a technical product, with a strong preference for SaaS experience.
Excellent communication skills and a customer-centric attitude.
High level of intellectual curiosity and a passion for continuous learning.
Strong problem-solving skills and the ability to think critically and creatively.
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.
Ability to remain calm and collected under pressure.
Team player with a willingness to collaborate and contribute to team goals.
Demonstrates a strong growth mindset, actively seeking opportunities to learn, expand knowledge, and understand the impact of their work on others.
Contributes to a culture of feedback by actively giving, receiving, and acting on feedback to drive individual and team improvement.
Talent for synthesizing complex technical concepts and communicating them clearly to diverse audiences.
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.).
Strong written and verbal English skills are essential.