Senior Customer Success Manager

The role

You will work with Resellers to help their clients realize value from Braze. You will drive renewals, retention, and feature adoption through strategic guidance and technical support.

What you will do

• Partner with Braze Reseller team to drive renewals, retention and net retention targets
• Be the primary Customer Success point of contact for reseller teams
• Manage a portfolio spanning multiple reseller partners
• Partner with commercial owners to ensure customer experience and commercial alignment
• Drive feature adoption by building shared Success Plans
• Drive customer advocacy by building customer communities
• Analyze partner customer product usage using Gainsight, Looker and Salesforce
• Maintain regular contact with reseller teams via check-ins and Executive Business Reviews
• Advocate for reseller customers by synthesizing product feedback
• Provide continuing education and enablement sessions for reseller teams

Required qualifications

• Significant project management experience and/or formal certifications (PMP, Agile, etc)
• Exemplary written and verbal communication skills
• Strong technical domain knowledge across two or more of: SaaS, Mobile, APIs and SDKs, data integration, Marketing Automation, Direct Marketing, Analytics or Programming (HTML, Liquid etc)
• Working knowledge of message channels prevalent in the Korean market e.g. KakaoTalk (AlimTalk / ChinguTalk), LMS/MMS and push
• Business-fluent Korean
• Professional working English
• 3-6 years experience managing complex accounts across multiple senior client stakeholders at a SaaS company
• Experience working in or with the Korean market

Nice to have

• Hands-on experience with Braze
• Experience with a comparable customer engagement or marketing technology platform

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
• Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
• Employee Resource Groups

Before you apply

• Braze uses AI-assisted tools to analyze experience, skills and qualifications for screening and prioritizing candidates

About the company

Braze is a customer engagement platform that helps brands deliver customer experiences. The company is headquartered in New York with global offices.