Senior Customer Success Manager, Industry

As a Senior Customer Success Manager, you will work closely with high-profile established brands to help them realize value from their investment in Braze.

• →Partner with Account Executives to ensure commercial alignment & drive client renewals, retention & 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 analyze 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 synthesizing customer product feedback to contribute to product development
• →Provide continuing education for customers to maximize product usage, identifying new or unused Braze features that could provide value for your customer and represent an upsell opportunity for Braze
• →In addition to being a dedicated contact for strategy, product training inquiries, and non-technical support, you will 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]

Please note this job description cannot cover every duty you may need to undertake; your line manager may ask you to handle other reasonable responsibilities commensurate with the role. 

You are an established customer success professional who finds satisfaction in helping your customers achieve great things and in helping your colleagues grow. You have an excellent track record in customer success or a related role and are seeking to progress your career with one of the industry’s most advanced customer success teams by working with established, household-name, enterprise customers with over 1,000 employees.

• You are an excellent communicator with exemplary written and verbal communication skills coupled with unparalleled follow-up skills. Clients and colleagues have the impression that you listen and understand the strategic problems they are trying to solve
• You’re excited by working with medium and large technology companies who move fast, and want to build new customer experiences quickly
• You’re known for being a “team player.” We just can’t emphasize this enough
• You build great relationships with colleagues and customers
• You have a high level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others
• You have a proven track record successfully managing complex, high-value accounts or projects with sophisticated clients, multiple stakeholders, and competing priorities
• You have excellent time management skills; ideally, you have significant project management experience and/or formal certifications (PMP, Agile, etc)
• You have strong technical domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming (HTML, etc)
• 3-6 years relevant experience in a related area, for example, Onboarding, Customer Success, Implementations, or Project Management

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $76,000 and $119,000/year, with an expected On Target Earnings (OTE) between $90,000 and $141,000/year (including bonus or commission). Your exact offer may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition to cash compensation, this role qualifies for a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that you will own a piece of our company.

#LI-Hybrid

At Braze, we strive to create equitable growth and opportunities inside and outside the organization.

Building meaningful connections is at the heart of everything we do, and that includes our recruiting practices. We're committed to offering all candidates a fair, accessible, and inclusive experience – regardless of age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or status as a protected veteran. When applying and interviewing with Braze, we want you to feel comfortable showcasing what makes you you.

We know that sometimes different circumstances can lead talented people to hesitate to apply for a role unless they meet 100% of the criteria. If this sounds familiar, we encourage you to apply, as we’d love to meet you

At Braze, we’re committed to a fair and transparent candidate experience. To help our recruitment teams focus on what matters most — the person behind each application — we use AI-assisted tools at certain stages of our recruitment process. 

This includes using AI to analyze the experience, skills and qualifications in your application materials to help with screening and prioritizing candidates. Such screening may amount to a form of solely automated decision-making. We also use AI for administrative support, like scheduling and recording interviews and summarizing interview notes. Our recruiting teams remain responsible for all hiring decisions and are involved throughout the process.

Depending on where you are located, you may have certain rights available to you in relation to Braze’s use of AI:

• To opt out of AI-assisted review of your application, please click the “Learn More” button below and follow the instructions before submitting your application. Please note, if you apply to multiple roles at Braze, you will need to opt out in relation to each application.
• To exercise other types of rights, such as rights to request further information about how AI is used in our recruitment process, to request a manual review of any decision made or to contest a decision, please contact us at talentdata.privacy@braze.com. 

Please contact us at talentdata.privacy@braze.com with any questions. To find out more about our hiring process, check out this page.

Our use of AI during the application review process may include the use of automated employment decision tools. Pursuant to New York City Local Law 144, for roles based in New York City, or if you reside in New York City, you have the right to request an alternative selection process or a reasonable accommodation instead of AI-assisted review. 

To opt out of AI-assisted review of your application, please click the “Learn More” button below and follow the instructions before submitting your application. Please note, if you apply to multiple roles at Braze, you will need to opt out in relation to each application. Please submit any other request to our Talent Acquisition team at talentdata.privacy@braze.com promptly after applying. Summaries of the most recent bias audit results for such tools are available here.

Please see our Candidate Privacy Policy for more information on how Braze processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise any privacy rights.