Description
We're seeking a Senior Customer Success Manager to own significant customer relationships and act as a trusted advisor. You'll partner with Account Executives to drive client renewals, retention, and growth. You'll also mentor junior colleagues and contribute to product development.
Responsibilities:
- Partner with Account Executives to ensure commercial alignment and drive client renewals, retention, and net retention targets
- Be the main point of contact and trusted advisor for customers
- Drive feature adoption and provide strategic guidance to help customers achieve their objectives
- Drive customer advocacy and build strong customer relationships
- Analyze use cases and recommend best practices to enhance client marketing programs
- Advocate for customers and solicit product feedback
- Coordinate with other Braze teams to ensure seamless support
- Work with Onboarding Managers to transition clients from onboarding to ongoing activity
- Act as a point of escalation for customers
- Provide mentorship to colleagues and help improve processes and outcomes
- Assist junior colleagues with at-risk or high-opportunity accounts
Requirements:
- Proven customer success experience with a track record of success
- Significant project management experience and/or formal certifications
- Exemplary written and verbal communication skills
- Strong technical domain knowledge of SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming
- 6+ years of experience managing complex international enterprise accounts
- Experience working with big-name brands with over 1,000 staff
What We Offer:
- Competitive compensation with equity grants
- Retirement and Employee Stock Purchase Plans
- Flexible paid time off
- Comprehensive benefit plans
- Family services, including fertility benefits and equal paid parental leave
- Professional development opportunities
- A curated in-office employee experience
- Opportunities to give back to the community