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Salary: USD 76,000 - 119,000 / annual
Braze is seeking a Senior Customer Success Manager to partner with high-profile enterprise brands and help them realize maximum 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, sophisticated customers (1,000+ employees), driving retention, net retention, and renewal targets.
Key responsibilities include: partnering with Account Executives on commercial alignment; building and executing shared Success Plans with customers; proactively analyzing product usage to identify opportunities and risks; maintaining regular contact through check-ins, events, and Executive Business Reviews; driving feature adoption and identifying upsell opportunities; coordinating with Technical Support, Industry Solutions, and Deliverability Services teams to ensure seamless customer support; 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 possess excellent written and verbal communication skills, strong time management, and ideally project management certifications (PMP, Agile). You have technical domain knowledge in at least two areas: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming (HTML). You are intellectually curious, a collaborative team player, and skilled at building strong relationships with both colleagues and customers.
