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Salary: USD 163,000 - 256,000 / 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 against KPIs.
Key Responsibilities:
- Serve as a core member of the Customer Success Department's Senior Leadership Team, helping guide and shape the future of the department and contributing to broader business strategy
- Manage multiple Customer Success teams across one or more locations, including hiring, performance management, staff development, and satisfaction
- Build and nurture a pipeline of world-class talent, setting clear expectations and managing performance
- Develop a cost-efficient organization that maintains high standards of customer support excellence
- Foster a culture of customer delight by partnering closely with Senior Sales and Services Leadership to ensure alignment, excellent customer experience, and positive commercial outcomes
- Serve as a public-facing executive for Braze, building relationships with enterprise customers, acting as an escalation point across your book of business, and representing Braze at public activities
- Drive team achievement of KPIs related to platform adoption, customer renewal, customer expansion, and advocacy
- Identify and implement continuous improvements in processes, reporting, and materials
- Guide your team in managing clients throughout their lifecycle, understanding evolving business and technical goals, and continuously demonstrating value
- Set KPIs and success metrics for ROI and ongoing platform adoption
- Advocate customer use cases to product development teams
- Serve as an escalation point for clients in your team's portfolio
- Collaborate with internal stakeholders to design and develop efficient processes and working practices
Requirements:
- 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 the following: Mobile Development, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming (HTML, etc.)
