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Salary: USD 84,000 - 132,000 / 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 revenue expansion.
Key responsibilities include: partnering with Account Executives on commercial alignment and renewal targets; building and executing shared Success Plans with customers to drive feature adoption and strategic outcomes; 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 through education on new or underutilized features; coordinating seamlessly with Technical Support, Industry Solutions, and Deliverability Services teams; mentoring junior colleagues; and serving as an escalation point for customer issues.
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 exceptional communicator with strong written and verbal skills, known for listening deeply and understanding strategic customer problems. You thrive in fast-moving environments, build strong relationships with colleagues and customers, and demonstrate high intellectual curiosity. You have strong technical domain knowledge in at least two areas such as SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming. Project management experience or certifications (PMP, Agile) are valued. Travel, including international, may be required for customer onsite visits.
