Senior Vice President of Global Customer Success, Braze
$350-420k
OTE
$234-281.4k
BASE
+ RSUs & Employee Stock Purchase Plans
Customer engagement platform
Posted today
Customer engagement platform
1001+ employees
Posted today
$350-420k
OTE
$234-281.4k
BASE
+ RSUs & Employee Stock Purchase Plans
1001+ employees
Company mission
To power lasting connections between consumers and brands they love.
Role
Who you are
- Experience: Bachelor’s Degree required; MBA or advanced degree preferred. 15+ years of experience in customer success, account management, ideally in a B2B SaaS environment, with at least 7 years in a senior leadership role
- Proven Leader: Demonstrated success in managing and developing high-performing teams, with the ability to inspire and motivate team members across diverse regions
- Customer-Centric Focus: Strong commitment to customer satisfaction and retention, with a passion for delivering exceptional service and value
- Strategic Thinker: Ability to think strategically about customer engagement and account management, aligning initiatives with broader business objectives
- Excellent Communicator: Exceptional interpersonal skills, with the ability to build relationships with customers and stakeholders at all levels, including executive leadership
- Analytical Mindset: Strong analytical skills to assess customer data and feedback, driving actionable insights and improvements
- Collaborative: Ability to thrive in a cross-functional environment while managing multiple responsibilities and priorities
- Decisive: Assess situations, gather insight, make decisions, and act with conviction and clarity
- Domain Knowledge: Mobile, Web, Marketing Automation and Marketing Analytics are a plus
What the job involves
- As the Senior Vice President of Customer Success, you will be responsible for leading the global Customer Success department at Braze
- This strategic role is critical in driving customer retention, satisfaction, and growth across all markets
- The ideal candidate will develop and implement customer success strategies that align with Braze’s business objectives, ensuring that our customers derive maximum value from their investment in our platform
- Your leadership will foster a culture of excellence, collaboration, and continuous improvement within the Customer Success team
- Strategic Vision: Define and execute a comprehensive Customer Success strategy that aligns with Braze’s overall business goals, focusing on customer retention, satisfaction, and revenue growth
- Global Leadership: Lead and manage the global Customer Success team, ensuring alignment across regions and fostering a high-performance culture that prioritizes customer outcomes
- Customer Advocacy: Build and maintain strong relationships with key customers, acting as their advocate within the organization to ensure their needs and feedback are prioritized in product development and strategic planning
- Customer Value Achievement: Deploy strategies across the global Customer Success team that focus on customer value identification and accelerated value realization, ensuring all customers are achieving success with the Braze platform
- Cross-Functional Collaboration: Collaborate closely with Sales, Product, Customer Support, Professional Services, and Marketing teams to drive customer engagement and ensure a seamless customer journey from onboarding through renewal
- Revenue Optimization: Identify and capitalize on upselling and cross-selling opportunities, working in partnership with the Sales team to maximize customer lifetime value and drive revenue growth
- Data-Driven Insights: Utilize customer feedback and data analytics to identify trends, challenges, and opportunities for improvement, leveraging insights to inform strategic decisions and enhance customer experiences
- Performance Metrics: Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer success initiatives, ensuring accountability and continuous improvement
- Industry Leadership: Stay abreast of industry trends and best practices in customer success, continuously seeking innovative approaches to enhance customer engagement and satisfaction
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
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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