Senior Customer Success Manager

The role

You will work with agile, technology-focused brands to help them realize value from their investment in Braze. You will act as a trusted advisor, drive feature adoption, and manage client renewals and retention.

What you will do

• Partner with Account Executives to drive client renewals, retention and net retention targets
• Be the main point of contact and trusted advisor for customers
• Drive feature adoption by building shared Success Plans
• Drive customer advocacy by building strong relationships
• Analyze customer product usage to identify opportunities and risks
• Maintain regular contact via communications, check-ins, events, and Executive Business Reviews
• Advocate for customers by synthesizing product feedback for development
• Provide continuing education to maximize product usage and identify upsell opportunities
• Coordinate with Technical Support, Industry Solutions, and Deliverability Services
• Provide mentorship to junior colleagues

Required qualifications

• Excellent written and verbal communication skills
• Proven track record managing complex, high value accounts or projects with multiple stakeholders
• Strong technical domain knowledge of two or more: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics or Programming (HTML etc)
• Minimum 5 years of relevant experience in Onboarding, Customer Success, Implementations or Project Management

Nice to have

• Significant project management experience and/or formal certifications (PMP, Agile, 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 including fertility benefits and equal paid parental leave
• Professional development via career pathing, learning platforms, and a yearly learning stipend
• In-office employee experience
• 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 in New York City have the right to request an alternative selection process or reasonable accommodation to opt out of AI-assisted review

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.