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Braze is seeking a Senior Customer Success Manager to join their Scale team in London. You will partner with agile, technology-focused brands (100–1,000 employees) to help them realize value from their Braze investment.
Key Responsibilities:
- Serve as the primary point of contact and trusted advisor for assigned customers, driving renewals, retention, and net retention targets in partnership with Account Executives.
- Build and execute shared Success Plans with customers, providing strategic guidance, enablement, and day-to-day advice to help them achieve their objectives.
- Proactively analyze customer product usage to identify adoption opportunities and risks to account health.
- Maintain regular contact through ad-hoc communications, check-ins, events, and Executive Business Reviews.
- Drive customer advocacy by building strong relationships and creating mutual value; solicit and synthesize customer feedback to inform product development.
- Identify upsell opportunities by recommending new or underutilized Braze features that align with customer needs.
- Coordinate seamlessly with Technical Support, Industry Solutions, and Deliverability Services teams to ensure customers receive integrated support.
- Transition clients smoothly from onboarding to ongoing success management.
- Serve as an escalation point for customer issues.
- Mentor junior colleagues and contribute to team development.
- Travel onsite to customer locations, including international travel as needed.
About Braze:
Braze is the leading customer engagement platform, recognized as a Leader in marketing technology by industry analysts. The company was named a 2026 G2 "Best of Marketing and Digital Advertising Software Product," a 2026 Built In Best Places to Work, and a 2025 Fortune Best Workplace in Technology. Braze is headquartered in New York with offices globally including London, Berlin, Paris, Singapore, Sydney, and others.
Requirements:
- 3–6 years of relevant experience in Customer Success, Onboarding, Implementations, Project Management, or related areas.
- Excellent written and verbal communication skills with exceptional follow-up discipline.
- Proven track record managing complex, high-value accounts with sophisticated clients, multiple stakeholders, and competing priorities.
- Strong technical domain knowledge in two or more of: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming (HTML, etc.).
- Excellent time management and project management skills; formal certifications (PMP, Agile, etc.) preferred.
- Demonstrated ability to build strong relationships with colleagues and customers.
- High intellectual curiosity and passion for learning.
- Enthusiasm for working with medium and large technology companies that move fast.
- Team-oriented mindset and collaborative approach.
