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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 partner with agile, technology-focused brands (100–1,000 employees) to help them realize maximum value from their Braze investment.
You will serve as the primary point of contact and trusted advisor for your customers, driving adoption, retention, and net retention targets. Key responsibilities include:
• Partner with Account Executives to ensure commercial alignment and drive renewals and retention
• Build shared Success Plans with customers, providing strategic guidance and enablement
• Proactively analyze customer product usage to identify opportunities and risks to account health
• Maintain regular contact through check-ins, events, and Executive Business Reviews
• Drive feature adoption by identifying new or unused Braze capabilities that could deliver value
• Advocate for customers by synthesizing product feedback and contributing to product development
• Coordinate with Technical Support, Industry Solutions, and Deliverability Services teams to ensure seamless customer support
• Work with Onboarding Managers to transition clients smoothly from onboarding to ongoing engagement
• Travel onsite to customer locations as needed, including international travel
You are passionate about customer success and find genuine satisfaction in helping customers achieve their goals. 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. You excel at communication—both written and verbal—with exemplary follow-up skills. Clients and colleagues recognize you as someone who listens deeply and understands the strategic problems they are solving.
You thrive working with medium and large technology companies that move fast and want to build new customer experiences quickly. You are known as a strong team player who builds great relationships with both colleagues and customers. You have high intellectual curiosity and see opportunity in continuous learning. You have successfully managed complex accounts with sophisticated clients, multiple stakeholders, and competing priorities, and you manage your time exceptionally well.
Braze offers competitive compensation (including potential equity), retirement and ESPP plans, flexible paid time off, comprehensive medical/dental/vision/life/disability coverage, fertility and equal parental leave benefits, professional development with formal career pathing and annual learning stipends, curated in-office experiences, volunteer opportunities, and Employee Resource Groups. 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 a related area such as Onboarding, Customer Success, Implementations, or Project Management
• Domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, or Programming (HTML, etc.)
• Excellent communication and follow-up skills
• Proven ability to manage complex accounts with sophisticated clients and multiple stakeholders
• Strong time management and organizational skills
• Team player mentality with ability to build strong relationships
• High intellectual curiosity and commitment to continuous learning
