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Salary: USD 80,000 - 125,000 / annual
Braze is seeking a Senior Customer Success Manager to partner with high-profile enterprise brands and help them maximize value from their investment in the Braze platform. You will serve as the primary point of contact and trusted advisor for a portfolio of established, large-scale customers (1,000+ employees), driving renewals, retention, and net retention targets.
Key responsibilities include: partnering with Account Executives on commercial alignment; building and executing shared Success Plans with customers; driving feature adoption through strategic guidance and enablement; proactively analyzing product usage to identify opportunities and risks; maintaining regular contact through check-ins, events, and Executive Business Reviews; advocating for customer needs and synthesizing feedback for product development; identifying upsell opportunities; coordinating cross-functional support from Technical Support, Industry Solutions, and Deliverability Services; mentoring junior colleagues; and serving as an escalation point for customer issues. You will spend time onsite with customers and may travel internationally.
You are an established customer success professional with 3–6 years of relevant experience in onboarding, customer success, implementations, or project management. You excel at managing complex, high-value accounts with multiple stakeholders and competing priorities. You are an excellent communicator with strong written and verbal skills, exceptional follow-up discipline, and the ability to understand customers' strategic problems. You have proven expertise managing sophisticated clients and building strong internal and external relationships. You bring intellectual curiosity, high emotional intelligence, and a collaborative mindset. Strong technical domain knowledge in at least two areas (SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming) is required. Project management experience or certifications (PMP, Agile) are ideal.
