Braze1mo ago

Customer Success Manager II

United States - San Franciscomid

Customer SupportCustomer Success Manager

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Quick Summary

Overview

At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew. We seek to ignite that passion by setting high standards, championing teamwork,

Technical Tools

Customer SupportCustomer Success Manager

At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.

We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization.

To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success.

Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.

If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet you.

As a Customer Success Manager, you will work closely with agile, technology-focused brands to help them realize value from their investment in Braze.

Responsibilities

~2 min read

→Be your customers’ main point of contact and trusted advisor at Braze
→Partner with Account Executives to ensure commercial alignment & drive client renewals, retention & net retention targets for your customers
→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 regular contact with your customers via 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 customers 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
→You will likely spend time onsite with customers and may travel [internationally]

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

You are passionate about customer success and find satisfaction in helping your customers achieve great things. You have a proven track record in customer success and are seeking to progress your career, with one of the industry’s most advanced customer success teams, by working with agile, technology-savvy scale customers with between 100 and 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-sized technology companies that 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 experience successfully managing complex accounts or projects with sophisticated clients, multiple stakeholders, and competing priorities
You have excellent time management skills
You have domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, or Programming (HTML, etc.)
2-5 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 $94,620 - $102,000/year, with an expected On Target Earnings (OTE) between $114,275 - $120,000/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, Braze offers full and part-time employees a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that all Braze employees own a piece of our company.

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