Scaled Customer Success Manager

Join Brex, the intelligent finance platform that enables companies to spend smarter and move faster in more than 200 markets. As a Scaled Customer Success Manager, you will leverage technology and operational rigor to support our customers at scale. You will ensure their experience with Brex is seamless - this includes developing strategies to retain and grow their business, responding to their requests, and proactively reaching out as needed to ensure they are getting all of their needs met with Brex.

The Scaled Customer Success Team operates like a creative studio, testing data-driven hunches with various initiatives. Sometimes, this might be as simple as experimenting with different versions of email outreach. In other cases, it might be developing a training series that zeroes in on specific areas of the product. In this role, you’ll be innovative and agile in your approach - helping us build a world-class scaled Customer Success program.

You’ll work with a combination of low-touch and high-touch customers, leveraging data, technology, and repeatable playbooks to drive business value for our customers. In short, you’ll think about Customer Success in a programmatic way. At the end of each year with Brex, customers should be able to articulate the ROI they’ve gotten from Brex’s solutions based on your outreach and ideas.

Responsibilities:

• Independently develop strategies to retain and grow Brex Customers.
• Use Customer Success and other marketing automation platforms to engage with customers at scale.
• Partner with other Scaled CSMs to contribute to and test scaled playbooks and engagement strategies.
• Design and execute one-to-many programs, including email campaigns, webinars, office hours, and digital content that educate customers, drive product adoption, and surface expansion opportunities across customer segments.
• Proactively identify and mitigate risk.
• Monitor accounts through cases, product usage dashboards, account health triggers, and other ongoing, customized alerts.
• Partner with the Sales teams to source expansion opportunities and find the next group of “unicorns” in our book of business.
• Work closely with the VIP Support team to ensure customer issues are resolved in a timely fashion.
• Advocate for the voice of the customer internally at Brex, identifying customer trends and providing internal feedback on how Brex can better serve our customers.

Requirements:

• At least 3 years experience in customer-facing, marketing, or program management roles.
• Experience and comfort interacting with a high volume of customers at different stages of the customer lifecycle.
• Experience working at a SaaS or Fintech organization.
• You are passionate about working with customers to ensure they achieve their goals.
• You’re a creative self-starter who understands customers, their use cases, and how to be a trusted partner.
• You see yourself as a relationship and business builder - and have a proven track record of doing this with external and internal parties at Brex or in other roles.
• You’re comfortable presenting new ideas, challenging the status quo, and asking, “How can we scale or streamline this?

Preferred:

• Track record of building customer programs from scratch that drove measurable retention or expansion outcomes.
• Experience leading large-scale webinars and workshops.
• Experience creating successful email outreach programs.
• Experience creating & leading customer education initiatives.
• Experience leveraging AI strategically and responsibly for large data sets.