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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.
You will proactively analyze customer product usage to identify opportunities and risks to account health, maintaining ongoing regular contact through ad-hoc communications, check-ins, events, and Executive Business Reviews. You will advocate for your customers internally, synthesizing product feedback to contribute to product development roadmaps. Additionally, you will coordinate with Technical Support, Industry Solutions, and Deliverability Services teams to ensure seamless customer support, and work with Onboarding Managers to transition clients smoothly from onboarding to ongoing success activities.
Travel is expected, including potential international visits to customer sites. You will work in a hybrid model based in New York City.
REQUIREMENTS:
- 2–5 years of relevant experience in Customer Success, Onboarding, Implementations, Project Management, or related areas
- Proven track record managing complex accounts with sophisticated clients, multiple stakeholders, and competing priorities
- Excellent written and verbal communication skills with exemplary follow-up discipline
- Domain knowledge in two or more of: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, or Programming (HTML, etc.)
- Experience working with medium and large technology companies
- High intellectual curiosity and ability to learn quickly
- Strong time management and relationship-building skills
- Demonstrated ability to be a collaborative team player
