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Braze is a leading customer engagement platform that empowers brands to deliver personalized, AI-powered customer experiences at scale. 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 accounts. Your responsibilities include:
• Partner with Account Executives to drive client 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 advice to help them achieve their objectives
• Drive feature adoption and identify upsell opportunities by analyzing customer product usage and proactively identifying gaps and risks to account health
• Maintain regular contact through ad-hoc communications, check-ins, events, and Executive Business Reviews
• Advocate for customers internally by synthesizing product feedback and contributing to product development priorities
• Provide continuing education and training to maximize product usage, identifying new or unused Braze features that could deliver value
• Coordinate seamlessly with Technical Support, Industry Solutions, and Deliverability Services teams to ensure customers receive integrated support
• Work with Onboarding Managers to smoothly transition clients from onboarding to ongoing success activities
• Serve as an escalation point for customer issues
• Mentor junior colleagues and contribute to team development
• Travel internationally as needed to meet with customers onsite
You are an established customer success professional with a proven track record managing complex, high-value accounts with sophisticated clients and multiple stakeholders. You excel at building strong relationships, listening to understand strategic problems, and helping customers achieve great things. You are known as a team player with excellent communication skills (written and verbal), exceptional follow-up discipline, and strong time management abilities.
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 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
• High intellectual curiosity and demonstrated ability to learn and grow
• Ability to work effectively with medium and large technology companies that move fast
• Comfort with international travel
