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Braze is a leading customer engagement platform that empowers brands to deliver personalized, AI-powered customer experiences across channels. As a Senior Customer Success Manager on the Enterprise team, you will partner with high-profile established brands (1,000+ employees) to help them realize maximum value from their Braze investment.
You will serve as the primary point of contact and trusted strategic advisor for a portfolio of complex, high-value enterprise accounts. Your responsibilities include:
• Partner with Account Executives to drive renewals, retention, and net retention targets while ensuring commercial alignment
• Build and execute shared Success Plans with customers, providing strategic guidance, enablement, and day-to-day support to help them achieve their objectives
• Proactively analyze customer product usage to identify adoption opportunities and risks to account health
• Drive feature adoption and upsell opportunities by identifying new or underutilized Braze capabilities that align with customer needs
• Maintain regular customer contact through check-ins, Executive Business Reviews, events, and ad-hoc communications
• Build strong customer relationships and advocate for customer needs, synthesizing product feedback to inform product development
• Coordinate seamlessly with Technical Support, Industry Solutions, Deliverability Services, and Onboarding teams to ensure customers receive integrated support
• Mentor junior colleagues and serve as an escalation point for complex customer issues
• Travel onsite to customer locations as needed, including international travel
You will work in a hybrid model with an office presence in London, collaborating with a global team across Braze's offices worldwide.
REQUIREMENTS:
• 3–6 years of relevant experience in Customer Success, Onboarding, Implementations, Project Management, or related areas
• Proven track record successfully managing complex, high-value accounts with sophisticated clients, multiple stakeholders, and competing priorities
• Excellent written and verbal communication skills with exemplary follow-up discipline
• Strong technical domain knowledge in two or more of: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming (HTML, etc.)
• Significant project management experience and/or formal certifications (PMP, Agile, etc.) preferred
• Demonstrated ability to build strong relationships with colleagues and customers
• High intellectual curiosity and proven ability to learn quickly
• Excellent time management and organizational skills
• Enthusiasm for working with medium and large technology companies that move fast
• Team-oriented mindset with strong collaborative approach
