Senior Customer Success Manager

What You'll Do

• Partner with Account Executives to ensure commercial alignment & drive client renewals, retention & net retention targets for your customers
• Be your customers' main point of contact and trusted advisor at Braze
• Drive feature adoption by building a shared Success Plan with your customers, providing strategic guidance, enablement, and day-to-day advice to help them hit their objectives with Braze
• Drive customer advocacy by building strong customer relationships and creating mutual value for your customers and Braze
• Proactively analyze your customer product usage to identify opportunities and risks to account health
• Maintain ongoing contact with your customers through ad hoc communications, regular check-ins, events, and Executive Business Reviews
• Advocate for your customers, soliciting and synthesizing customer product feedback to contribute to product development
• Provide continuing education for customers to maximize product usage, identifying new or unused Braze features that could provide value for your customer and represent an upsell opportunity for Braze
• In addition to being a dedicated contact for strategy, product training inquiries, and non-technical support, you will coordinate with other Braze teams including Technical Support, Industry Solutions, and Deliverability Services to ensure your customers receive the support they need simply and seamlessly
• Work with Onboarding Managers and other Customer Success Partners to seamlessly transition clients from onboarding to ongoing activity
• Act as a point of escalation for customers
• Provide mentorship to junior colleagues
• You will likely spend time onsite with customers and may travel [internationally]

Additional information

Please note this job description cannot cover every duty you may need to undertake; your line manager may ask you 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 and in helping your colleagues grow. You have an excellent track record in customer success or a related role and are seeking to progress your career with one of the industry's most advanced customer success teams by working with established, household-name, enterprise customers with over 1,000 employees.

• You are an excellent communicator with exemplary written and verbal communication skills coupled with unparalleled follow-up skills. Clients and colleagues have the impression that you listen and understand the strategic problems they are trying to solve
• You're excited by working with medium and large technology companies who move fast, and want to build new customer experiences quickly
• You're known for being a "team player." We just can't emphasize this enough
• You build great relationships with colleagues and customers
• You have a high level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others
• You have a proven track record successfully managing complex, high-value accounts or projects with sophisticated clients, multiple stakeholders, and competing priorities
• You have excellent time management skills; ideally, you have significant project management experience and/or formal certifications (PMP, Agile, etc)
• You have strong technical domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming (HTML, etc)
• 3-6 years relevant experience in a related area, for example, Onboarding, Customer Success, Implementations, or Project Management

Pay and benefits

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $79,200 and $112,000/year, with an expected On Target Earnings (OTE) between $99,000 and $140,000/year (including bonus or commission). Your exact offer may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition to cash compensation, this role qualifies for a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that you will own a piece of our company.

#LI-Hybrid

What We Offer

Braze benefits vary by location, and we encourage you to review our specific benefits offerings for each country at here. More details on benefits plans will be provided if you receive an offer of employment.

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:

• Competitive compensation that may include equity
• Retirement and Employee Stock Purchase Plans
• Flexible paid time off
• Comprehensive benefit plans covering medical, dental, vision, life, and disability
• Family services that include fertility benefits and equal paid parental leave
• Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
• A curated in-office employee experience, designed to foster community, team connections, and innovation
• Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
• Employee Resource Groups that provide supportive communities within Braze
• Collaborative, transparent, and fun culture recognized as a Great Place to Work®