Vice President of Customer Success, Braze
Americas
$300-334k
OTE
$201-223.8k
BASE
OTE including bonus or commission + RSU's
Customer engagement platform
Open for applications
Customer engagement platform
1001+ employees
Open for applications
$300-334k
OTE
$201-223.8k
BASE
OTE including bonus or commission + RSU's
1001+ employees
Company mission
To power lasting connections between consumers and brands they love.
Role
Who you are
- Bachelor’s Degree with MS or MBA preferred
- 10+ years experience successfully leading a distributed Customer Success team, ideally in a B2B SaaS environment
- Proven track record of successfully managing a team within established budget parameters, and allocating resources effectively based on internal and external demands
- Ability to hire and mentor team members, including more technical and more strategic resources
- Excellent interpersonal skills and empathy for customers
- Significant experience building customer relationships at executive level and handling escalations
- Ability to thrive in a cross-functional environment while juggling multiple responsibilities
- Talent for synthesising complex ideas and communicating them in a way others can easily understand
- High level of intellectual curiosity -- you see opportunity and growth in learning more about what you do and how it impacts others
- An understanding of enterprise technology
- Domain knowledge of Mobile, Web, Marketing Automation and Marketing Analytics are a plus
What the job involves
- The Vice President of Customer Success, Americas will lead the customer success strategy and team in our largest global market. The ideal candidate will be responsible for driving customer satisfaction, retention, and growth by ensuring our customers receive maximum value from their investment in Braze.
- This role requires a commercially savvy strategic thinker with a strong background in customer success, leadership, and a passion for delighting customers
- Develop and execute strategies that contribute to achieving Braze’s GRR, NRR, and customer health goals
- Lead, mentor, and manage the Americas Customer Success team, fostering a culture of high performance, collaboration, and continuous improvement
- Build strong relationships with key customers, ensuring they receive exceptional service and support
- Collaborate with cross-functional teams, including Sales, Product, Technical Support, and Marketing, to drive customer engagement and ensure a seamless customer journey
- Identify opportunities for upselling and cross-selling at scale, working closely with the Sales team to maximise revenue potential
- Analyse customer feedback and data to identify trends, challenges, and opportunities for improvement
- Advocate for the customer within the organisation, ensuring their voice is heard in product development and strategic planning
- Stay informed about industry trends and best practices in customer success, continuously seeking ways to innovate and improve our approach
Our take
Braze was founded out of an opportunity to build a company in the mobile space, inspired by the success of Android. This decision was driven by the belief that technology can help build stronger and more valuable relationships between brands and customers. It is now a leading customer engagement platform that powers connections between consumers and the brands they love.
Braze does this by delivering messaging experiences through push notifications, apps, and emails, built specifically for today's always-connected customers. This replaces badly integrated tools and outdated databases, making customer relationships more personalised through cross-channel messaging, journey orchestration and AI-powered experimentation and optimisation. Through this, Braze allows any marketer to collect and take action on any amount of data from any source, so they can creatively engage with customers in real time, across channels from one platform.
As a venture-backed company, its clients now include Headspace, Canva, Max, Headspace, Domino's, Peloton and Depop. These clients use Braze to launch more effective messaging campaigns with less effort in the current mobile-first world. No doubt its placement on the 2024 US News Best Technology Companies To Work For list will draw in more talent, whilst its growth to 10 new offices across North America, APAC regions and Europe indicates promising growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
42% female employees
10% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Oct 2018
$80m
SERIES E
Aug 2017
$50m
SERIES D
Total funding: $182.7m
Company benefits
- Flexible Vacation Policy: Take the time you need to balance your work and life in the way that suits you best
- Equal Paid Family Services: We offer fertility benefits along with equal paid parental leave, so you can focus your energy on your growing family
- Retirement Planning: We support you as you plan for your future. Braze will begin matching contributions into our retirement plan on your first day of employment
- Equity Stake: We provide equity to full-time employees—regardless of role or tenure—so that when we grow and succeed, you do, too
- Learning & Development: We support your professional growth through formal career pathing, the Braze University learning platform, and tuition reimbursement
- Remote Availability: Braze fosters an environment that harmonizes the needs of the business and the needs of its employees
- Global Presence: Our global presence—10 cities and growing—provides opportunities to work and connect with top talent around the world
Company values
- Take Your Seat at the Table: Our community welcomes and respects your unique talents and perspective. Roll up your sleeves and join in - we’re building Braze together
- Don't Ignore Smoke: With constant vigilance, we help each other notice issues before smoke turns to fire. When others come to us, we celebrate the messenger and assist them however we can
- Shape the Future: We believe in the positive trajectory of change. We make investments, take calculated risks, and guide others down the path of our vision for the future
- Embrace Curiosity: We are explorers of details and new horizons. We embrace a growth mindset and pursue our curiosities to acquire new mastery and hone existing skills
- Seek the Truth: We combine intelligence with humility to challenge our assumptions and ask thoughtful questions. We make better decisions by deeply understanding our world
- Be a Human: Each of us contributes to the Braze culture through our individuality. We operate with integrity, and above all else, we are kind
Articles
Leadership
Bill Magnuson
(Co-Founder & CEO)Previously a Software Engineer at Google and Bridgewater Associates before co-founding Braze in 2011.
Jon Hyman
(Co-Founder & CTO)After graduating cum laude in Computer Science at Harvard, Jon joined Bridgewater Associates' Core Technology department and worked on the Forbes Technology Council before co-founding Braze.
Salary benchmarks
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Diversity, Equity & Inclusion at Braze
- Developing robust methods to track and measure representation data across different intersectionalities
- Expanding our presence at affinity events, including conferences, meet-ups and in-house gatherings
- Enhancing our manager training program to incorporate DEI-specific training within the curriculum
- Integrating DEI concepts into existing training, including new hire onboarding
- Launched a company-wide mentorship initiative, which aims to cultivate a richer employee experience and foster a sense of community throughout our workforce
- Enhancing recruiting efforts and manager training to embed inclusivity in our business processes
- Supporting 10 employee resource groups (ERGs) that represent diverse affinity groups and interests
- Organized the ERG Lead Summit, which facilitates the exchange of experiences, insights, and best practices among ERG Leaders
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