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.
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. You will be your customers' main point of contact and trusted advisor at Braze, driving feature adoption and providing strategic guidance.
Responsibilities:
- Partner with Account Executives to ensure commercial alignment and drive client renewals, retention, and net retention targets
- Be your customers' main point of contact and trusted advisor at Braze
- Drive feature adoption by building a shared Success Plan with your customers
- Drive customer advocacy by building strong customer relationships
- Be a strategic thought leader for your customers, analyzing use-cases and recommending market/vertical best practices
- Advocate for your customers, soliciting and synthesizing customer product feedback
- Coordinate with other Braze teams to ensure your customers receive the support they need
- Work with Onboarding Managers and other Customer Success Partners to seamlessly transition clients
- Act as a point of escalation for customers
- Provide mentorship to colleagues
Requirements:
- Proven customer success professional with an excellent track record
- Significant project management experience and/or formal certifications
- Exemplary written and verbal communication skills
- Strong technical domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming
- 6 years+ experience managing complex international enterprise accounts
- Proven track record as a Success Manager, renewing and growing customers
Benefits:
- 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