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Salary: USD 94,620 - 102,000 / annual
Braze is a leading customer engagement platform that empowers brands to deliver personalized, AI-driven customer experiences at scale. As a Customer Success Manager II in the Enterprise team, you will manage relationships with some of the world's largest and most recognizable brands, serving as their primary point of contact and trusted advisor at Braze.
You will partner closely with Account Executives to drive client renewals, retention, and net retention targets. Your core responsibilities include building and executing shared Success Plans with customers, providing strategic guidance and enablement to help them achieve their objectives with the Braze platform. You will drive feature adoption by identifying new or unused capabilities that represent value for customers and upsell opportunities for Braze.
Proactive account management is central to the role. You will analyze customer product usage to identify opportunities and risks to account health, maintain regular contact through check-ins, events, and Executive Business Reviews, and advocate for customers by synthesizing product feedback to inform product development. You will coordinate seamlessly with Technical Support, Industry Solutions, and Deliverability Services teams to ensure customers receive integrated support.
Additional responsibilities include onboarding transition support, customer education on product maximization, and occasional onsite customer visits with potential international travel. You will work in a hybrid environment with an office presence in Chicago.
REQUIREMENTS:
- 2-5 years of relevant experience in Onboarding, Customer Success, Implementations, or Project Management
- Proven track record in customer success with demonstrated ability to manage complex accounts with sophisticated clients and multiple stakeholders
- Excellent written and verbal communication skills with strong follow-up discipline
- Experience managing medium to large technology companies or enterprise accounts
- Domain knowledge in two or more of: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, or Programming (HTML, etc.)
- Demonstrated ability to build strong relationships with colleagues and customers
- High intellectual curiosity and commitment to continuous learning
- Excellent time management and organizational skills
- Team-oriented mindset with ability to collaborate across functions
