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Braze is seeking a Customer Success Manager II for Enterprise accounts based in São Paulo. This is a senior individual contributor role focused on driving customer retention, adoption, and expansion for established enterprise clients with 1,000+ employees.
Key Responsibilities:
- Serve as the primary point of contact and trusted advisor for assigned enterprise customers, partnering closely with Account Executives to ensure commercial alignment and drive renewals, retention, and net retention targets
- Develop and execute shared Success Plans with customers, providing strategic guidance, enablement, and day-to-day support to help them achieve their business objectives with Braze
- Proactively analyze customer product usage to identify adoption opportunities and account health risks
- Drive feature adoption and upsell opportunities by identifying new or underutilized Braze capabilities that align with customer needs
- Build strong customer relationships and advocate for customer needs internally, synthesizing product feedback to inform product development
- Maintain regular contact through ad-hoc communications, check-ins, events, and Executive Business Reviews
- Coordinate with internal teams (Technical Support, Industry Solutions, Deliverability Services, Onboarding) to ensure seamless customer support and transition from onboarding to ongoing management
- Provide continuing education and training to maximize customer product usage
- Travel onsite to customer locations as needed, including international travel
About Braze:
Braze is the leading customer engagement platform empowered by BrazeAI™, enabling brands to deliver personalized, 1:1 customer experiences at scale. The platform combines cross-channel messaging, journey orchestration, AI-powered decisioning, and optimization. Braze is recognized as a Leader in marketing technology, named a 2026 G2 Best of Marketing and Digital Advertising Software Product, 2026 Built In Best Places to Work, and 2025 Fortune Best Workplace in Technology. The company is headquartered in New York with global offices including São Paulo.
Requirements:
- Proven track record in customer success with demonstrated progression and readiness to work with enterprise-level customers
- Excellent written and verbal communication skills with strong follow-up discipline
- Ability to understand and address strategic customer problems
- Experience managing complex accounts with sophisticated clients, multiple stakeholders, and competing priorities
- Strong relationship-building skills with both colleagues and customers
- High intellectual curiosity and commitment to continuous learning
- Excellent time management and organizational skills
- Domain knowledge in two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, or Programming (HTML, etc.)
- Solid experience in a related area such as Onboarding, Customer Success, Implementations, or Project Management
- Enthusiasm for working with medium and large technology companies that move quickly
- Team-oriented mindset and collaborative approach
