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Braze is a leading customer engagement platform that empowers brands to deliver personalized, AI-powered customer experiences across channels. As a Customer Success Manager II in the Scale team, you will be the trusted advisor and main point of contact for agile, technology-focused brands (100–1,000 employees), helping them realize maximum value from their Braze investment.
You will partner closely with Account Executives to drive customer renewals, retention, and net retention targets. Your core responsibilities include: building and executing shared Success Plans with customers; driving feature adoption through strategic guidance and enablement; proactively analyzing product usage to identify opportunities and risks; maintaining regular contact via check-ins, events, and Executive Business Reviews; and advocating for customer needs by synthesizing feedback for product development.
You will coordinate seamlessly with Technical Support, Industry Solutions, and Deliverability Services teams to ensure customers receive integrated support. You will also work with Onboarding Managers to transition clients smoothly from onboarding to ongoing success, and may travel internationally to meet customers on-site.
The role requires excellent communication and relationship-building skills, intellectual curiosity, and the ability to manage complex accounts with multiple stakeholders and competing priorities. You should be excited by working with fast-moving technology companies and thrive in a collaborative, team-oriented environment.
Braze offers a hybrid work model with offices in London and globally. The company is recognized as a Great Place to Work® and was named a 2026 Best Place to Work by Built In and a 2025 Fortune Best Workplace in Technology.
REQUIREMENTS:
- 2–5 years of relevant experience in Onboarding, Customer Success, Implementations, Project Management, or related areas
- Proven track record in customer success with demonstrated ability to progress your career
- Excellent written and verbal communication skills with exemplary follow-up
- Experience managing complex accounts or projects with sophisticated clients and multiple stakeholders
- High-level intellectual curiosity and desire to learn
- Strong time management and organizational skills
- Domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, or Programming (HTML, etc.)
- Passion for customer success and helping customers achieve their objectives
