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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 the entire enterprise book of business within a designated geography. You will manage multiple Customer Success teams across potentially multiple locations, taking full responsibility for team growth, development, and achievement of KPIs.
Key responsibilities include:
- Serve as a core member of the Customer Success Department's Senior Leadership Team, helping guide and shape the future of the department and broader business
- Manage multiple Customer Success teams, handling hiring, performance management, staff development, and satisfaction
- Build and nurture a pipeline of talent, setting clear expectations and managing performance across your organization
- Develop a cost-efficient organization that maintains high standards of customer support excellence
- Foster a culture of customer delight through close partnership with Senior Sales and Services Leadership
- Serve as a public-facing executive, building relationships with key customers, acting as escalation point, and representing Braze at public activities
- Drive achievement of team KPIs around platform adoption, customer renewal, expansion, and advocacy
- Identify and implement continuous improvements to processes, reporting, and materials
- Guide teams in managing customer lifecycles, understanding evolving business and technical goals, and demonstrating ongoing value
- Set KPIs and success metrics for ROI and ongoing platform adoption
- Advocate customer use cases to product development teams
- Serve as escalation point for clients in 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, etc.)
- Exemplary written and verbal communication skills with strong follow-up abilities
- 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.)
