Description
At Braze, we're a customer engagement platform that helps brands deliver great customer experiences. We're looking for a Senior Customer Success Manager to join our Scale team in London.
As a Senior Customer Success Manager, you will work closely with agile, technology-focused brands to help them realise value from their investment in Braze. You will be your customers' main point of contact and trusted advisor at Braze, driving feature adoption, customer advocacy, and account health.
Your responsibilities will include:
- Partnering with Account Executives to ensure commercial alignment and drive client renewals, retention, and net retention targets
- Building a shared Success Plan with your customers, providing strategic guidance, enablement, and day-to-day advice
- Driving customer advocacy by building strong customer relationships and creating mutual value
- Proactively analyzing your customer product usage to identify opportunities and risks to account health
- Maintaining ongoing regular contact with your customers via ad-hoc communications, regular check-ins, events, and Executive Business Reviews
- Advocating for your customers, soliciting and synthesizing customer product feedback to contribute to product development
- Providing continuing education for customers to maximize product usage and identifying new or unused Braze features that could provide value
- Coordinating with other Braze teams, including Technical Support, Industry Solutions, and Deliverability Services
- Working with Onboarding Managers and other Success Partners to seamlessly transition clients from onboarding to ongoing activity
- Acting as a point of escalation for customers and providing mentorship to junior colleagues
You will likely spend time onsite with customers and may travel internationally.
We offer a range of benefits, including competitive compensation, retirement and Employee Stock Purchase Plans, flexible paid time off, comprehensive benefit plans, family services, professional development, and a curated in-office employee experience.