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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.
You will partner closely with Account Executives to drive client renewals, retention, and net retention targets. Your core responsibilities include building shared Success Plans with customers, providing strategic guidance and enablement to help them achieve their objectives with Braze, and proactively analyzing product usage to identify opportunities and risks to account health. You will maintain regular contact through ad-hoc communications, check-ins, events, and Executive Business Reviews.
You will drive feature adoption and customer advocacy by building strong relationships and creating mutual value. This includes identifying new or unused Braze features that could provide value and represent upsell opportunities, soliciting and synthesizing customer feedback to contribute to product development, and coordinating with Technical Support, Industry Solutions, and Deliverability Services teams to ensure seamless support delivery.
Additional responsibilities include working with Onboarding Managers to transition clients from onboarding to ongoing activity, providing continuing education to maximize product usage, and advocating for customer needs internally. You will likely spend time onsite with customers and may travel internationally.
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 progress your career
- Excellent written and verbal communication skills with exemplary follow-up abilities
- Experience successfully managing complex accounts with sophisticated clients, multiple stakeholders, and competing priorities
- High level of intellectual curiosity and strong time management skills
- Domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, or Programming (HTML, etc.)
- Ability to work effectively with medium and large technology companies that move fast
- Strong team player with ability to build great relationships with colleagues and customers
