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 own some of our most significant customers and act as a trusted SME within the wider Customer Success Department.
As a Principal Customer Success Manager, you will be a senior individual contributor working closely with established, big-name brands to help them realise value from their investment in Braze. You will partner with Account Executives to ensure commercial alignment and drive client renewals, retention, and net retention targets for your customers.
Your responsibilities include:
- Partnering with Account Executives to drive client renewals, retention, and net retention targets
- Being the main point of contact and trusted advisor for your customers at Braze
- Driving feature adoption by building a shared Success Plan with your customers
- Providing strategic guidance, enablement, and day-to-day advice to help customers hit their objectives with Braze
- Driving customer advocacy by building strong customer relationships and creating mutual value for your customers and Braze
- Analyzing use-cases and recommending market/vertical best practices to enhance client marketing programs
- Advocating for your customers and soliciting and synthesizing customer product feedback to contribute to product development
- Coordinating with other Braze teams to ensure customers receive the support they need
- Working with Onboarding Managers and other Customer Success Partners to seamlessly transition clients from onboarding to ongoing activity
- Acting as a point of escalation for customers
- Providing mentorship to colleagues and helping them improve processes, execution, and outcomes
- Temporarily assisting junior colleagues with at-risk or high opportunity accounts
You are a proven customer success professional with an excellent track record, who finds satisfaction in helping customers achieve great things and in helping colleagues grow. You have significant project management experience and/or formal certifications, exemplary written and verbal communication skills, and strong technical domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming.
We offer a comprehensive Total Rewards package that includes equity grants of restricted stock, 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.