Senior Customer Success Manager

At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.

We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization.

To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success.

Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.

If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet you.

As a Senior Customer Success Manager in our South team you will work closely with agile, technology-focused brands to help them realise value from their investment in Braze.

What you’ll do

Own and assume ultimate responsibility for client renewals, retention and net retention targets for your customers

Be your customers’ main point of contact and trusted advisor at Braze

Partner with Account Executives, taking a lead role to ensure excellent customer experience and commercial alignment

Drive feature adoption by building a shared Success Plan with your customers, providing strategic guidance, enablement, and day-to-day advice to help them hit their objectives with Braze

Drive customer advocacy by building strong customer relationships and creating mutual value for your customers and Braze

Proactively analyze your customer product usage to identify opportunities and risks to account health

Maintain ongoing regular contact with your customers via ad-hoc communications, regular check-ins, events, and Executive Business Reviews.

Advocate for your customers, soliciting and synthesizing customer product feedback to contribute to product development

Provide continuing education for customers to maximize product usage, identifying new or unused Braze features that could provide value for your customer and represent an upsell opportunity for Braze.

In addition to being a dedicated contact for strategy, product training inquiries, and non-technical support, you will coordinate with other Braze teams including Technical Support, Industry Solutions, and Deliverability Services to ensure your customers receive the support they need simply and seamlessly

Work with Onboarding Managers and other Success Partners to seamlessly transition clients from onboarding to ongoing activity.

Act as a point of escalation for customers

Provide mentorship to junior colleagues

You will likely spend time onsite with customers and may travel [internationally]

Please note this job description cannot possibly cover every duty you may need to undertake, you may be asked by your line manager to handle other reasonable responsibilities commensurate with the role.

Who you are

You are an established customer success professional who finds satisfaction in helping your customers achieve great things and in helping your colleagues grow. You have an excellent track record in customer success or a related role and are seeking to progress your career, with one of the industry’s most advanced customer success teams, by working with agile, technology savvy scale customers with between 100 and 1,000 employees.

You are an excellent communicator with exemplary written and verbal communication skills coupled with unparalleled follow up skills. Clients and colleagues have the impression that you listen and understand the strategic problems they are trying to solve

You’re excited by working with medium and large t