Description
We are seeking a Director, Customer Success, Enterprise to join our senior leadership team. As a Customer Success Director, you will own our entire enterprise book of business within Braze's geography. You will manage multiple teams, taking ownership of their growth, development, and achievement.
Responsibilities:
- Be a core member of the Customer Success Department's Senior Leadership Team
- Manage multiple Customer Success teams, hiring, nurturing, performance managing, and supporting the development and satisfaction of your staff
- Hire and nurture new talent into our world-class Customer Success organization
- Develop a cost-efficient organization that maintains our high standard of excellence when providing support to customers
- Create a culture of customer delight, partnering closely with Senior Sales and Services Leadership to foster alignment
- You will be a public presence for Braze, building executive relationships with customers, acting as a point of escalation across your book of business, and representing Braze during public activities
- Working with your managers and individual contributors, you will be responsible for your team's achieving their KPIs against platform adoption, customer renewal, customer expansion, and advocacy
- Identify opportunities for continuous improvement, including evolving process, reporting, and materials
- Guide your team in managing their clients throughout their lifecycle, work with your team to understand customer's evolving business and technical goals for using Braze, and continuously demonstrate value
- Drive ongoing adoption, setting KPIs and success metrics for ROI
- Advocate customer business use-cases to product development
- Be a point of escalation for clients in your team's portfolio
- Work closely with internal stakeholders at Braze to design and develop efficient processes and working practices
Qualifications:
- 5+ years relevant experience in a related area, such as Customer Success, Consultancy, Account Management, or Mobile Marketing
- 3+ years experience managing people managers
- Significant project management experience and/or formal certifications (PMP, PMgP, Agile, Prince2, etc.)
- Exemplary written and verbal communication skills, coupled with unparalleled follow-up skills
- Strong technical domain knowledge of two or more of the following: Mobile Development, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming (HTML, etc.)
For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $181,000 and $285,000/year, with an expected On Target Earnings (OTE) between $220,000 and $315,000/year (including bonus or commission).