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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 Scale team, you will partner with agile, technology-focused brands (100–1,000 employees) to help them realize maximum value from their Braze investment.
You will serve as the primary point of contact and trusted advisor for a portfolio of customers, driving renewals, retention, and net retention targets. Key responsibilities include:
• Partner with Account Executives to ensure commercial alignment and drive customer retention and expansion
• Build and execute shared Success Plans with customers, providing strategic guidance and enablement
• Proactively analyze customer product usage to identify adoption opportunities and account health risks
• Maintain regular contact through check-ins, events, and Executive Business Reviews
• Drive feature adoption and identify upsell opportunities by understanding customer objectives
• Coordinate with Technical Support, Industry Solutions, and Deliverability Services to ensure seamless customer support
• Mentor junior colleagues and act as an escalation point for complex customer issues
• Advocate for customer needs by synthesizing product feedback for the development team
• Travel internationally to meet with customers on-site as needed
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 relationship-building, strategic communication, and project management. You have strong intellectual curiosity and thrive in fast-moving, technology-focused environments. You are known as a collaborative team player who listens deeply to understand customer challenges.
Requirements:
• 3–6 years of relevant experience in Customer Success, Onboarding, Implementations, or Project Management
• Excellent written and verbal communication skills with exemplary follow-up discipline
• Proven ability to manage complex accounts with 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.)
• Significant project management experience; formal certifications (PMP, Agile, etc.) preferred
• High-level time management and organizational skills
• Demonstrated success with medium and large technology companies that move fast
