Description
At Braze, we're a customer engagement platform that empowers brands to deliver great customer experiences. We're seeking a Senior Customer Success Manager to work with high-profile established brands to help them realise value from their investment in Braze.
Responsibilities
- Partner with Account Executives to ensure commercial alignment and drive client renewals, retention, and net retention targets for your customers
- Be your customers' main point of contact and trusted advisor at Braze
- Drive feature adoption by building a shared Success Plan with your customers, providing strategic guidance, enablement, and day-to-day advice to help them hit their objectives with Braze
- Drive customer advocacy by building strong customer relationships and creating mutual value for your customers and Braze
- Proactively analyse your customer product usage to identify opportunities and risks to account health
- Maintain ongoing contact with your customers through ad hoc communications, regular check-ins, events, and Executive Business Reviews
- Advocate for your customers, soliciting and synthesising customer product feedback to contribute to product development
- Provide continuing education for customers to maximise product usage, identifying new or unused Braze features that could provide value for your customer and represent an upsell opportunity for Braze
- Coordinate with other Braze teams, including Technical Support, Industry Solutions, and Deliverability Services, to ensure your customers receive the support they need simply and seamlessly
- Work with Onboarding Managers and other Customer Success Partners to seamlessly transition clients from onboarding to ongoing activity
- Act as a point of escalation for customers
- Provide mentorship to junior colleagues
- You will likely spend time onsite with customers and may travel internationally
Requirements
- 3-6 years relevant experience in a related area, for example, Onboarding, Customer Success, Implementations, or Project Management
- Excellent communicator with exemplary written and verbal communication skills coupled with unparalleled follow-up skills
- Proven track record successfully managing complex, high-value accounts or projects with sophisticated clients, multiple stakeholders, and competing priorities
- Strong technical domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming (HTML, etc.)
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
- A curated in-office employee experience, designed to foster community, team connections, and innovation
- Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
- Employee Resource Groups that provide supportive communities within Braze
- Collaborative, transparent, and fun culture recognised as a Great Place to Work