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Salary: USD 181,000 - 285,000 / annual
Braze is seeking a Director of Customer Success for Enterprise to join the senior leadership team and own a full book of business within a designated geography. This is a people-management role overseeing multiple Customer Success teams across potentially multiple locations.
Key Responsibilities:
- Serve as a core member of the Customer Success Department's Senior Leadership Team, helping guide and shape the department's future and contributing to broader business strategy
- Manage multiple Customer Success teams, handling hiring, performance management, staff development, and team satisfaction
- Build and nurture a pipeline of talent, setting clear expectations and managing performance across the organization
- Develop cost-efficient operations while maintaining high standards of customer support excellence
- Foster a culture of customer delight through close partnership with Senior Sales and Services Leadership
- Act as a public-facing executive, building relationships with key customers, serving as an escalation point, and representing Braze at industry events
- Drive team achievement of KPIs around platform adoption, customer renewal, expansion, and advocacy
- Identify and implement continuous improvements in processes, reporting, and materials
- Guide teams through customer lifecycle management, understanding evolving business and technical goals, and demonstrating ongoing value
- Set KPIs and success metrics for ROI and platform adoption
- Advocate customer use cases to product development teams
- Serve as escalation point for customer issues within your portfolio
- Collaborate with internal stakeholders to design efficient processes and working practices
Qualifications:
- 5+ years of relevant experience in Customer Success, Consultancy, Account Management, or Mobile Marketing
- 3+ years of experience managing people managers
- Significant project management experience and/or formal certifications (PMP, PMgP, Agile, Prince2, or equivalent)
- Exemplary written and verbal communication skills with strong follow-up discipline
- Proven ability to build strong positive relationships with clients and colleagues
- Team player mentality with high intellectual curiosity
- Demonstrated commitment to continuous learning and process improvement
- Strong technical domain knowledge in two or more of: Mobile Development, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming (HTML, etc.)
