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Salary: USD 172,000 - 271,000 / 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. 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 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 talent into the Customer Success organization, setting clear expectations and managing performance
- Develop a cost-efficient organization that maintains high standards of customer support excellence
- Create a culture of customer delight through close partnership with Senior Sales and Services Leadership, ensuring alignment and positive commercial outcomes
- Serve as a public-facing executive presence for Braze, building relationships with enterprise customers, acting as escalation point, and representing the company at public activities
- Drive achievement of team KPIs around platform adoption, customer renewal, customer 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 adoption
- Advocate customer use cases to product development teams
- Serve as escalation point for clients in portfolio
- Collaborate with internal stakeholders to design and develop efficient processes and working practices
About Braze:
Braze is the leading customer engagement platform empowering brands to deliver exceptional customer experiences. The platform combines composable intelligence and BrazeAI to enable cross-channel messaging, journey orchestration, AI-powered decisioning, and 1:1 personalized experiences. Braze has been recognized as a Leader in marketing technology, named a 2026 G2 Best of Marketing and Digital Advertising Software Product, 2026 Best Places to Work by Built In, and a Fortune Best Workplace in Technology. The company is headquartered in New York with offices globally including Chicago, Austin, Berlin, London, San Francisco, Singapore, Sydney, and Tokyo.
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: Mobile Development, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming (HTML, etc.)
