CX Operations Insights Lead, Braze
$102.7-120k
OTE
$92.4-108k
BASE
+ Equity grants of restricted stock (RSUs) + Employee Stock Purchase Plans
Customer engagement platform
Open for applications
Customer engagement platform
1001+ employees
Open for applications
$102.7-120k
OTE
$92.4-108k
BASE
+ Equity grants of restricted stock (RSUs) + Employee Stock Purchase Plans
1001+ employees
Company mission
To power lasting connections between consumers and brands they love.
Role
Who you are
- We are seeking a highly analytical and detail-oriented CX Operations Insights Lead to support our Customer Success organization
- The ideal candidate is passionate about data, excels at extracting actionable insights, and has a proven track record of driving informed decision-making through analytics
- You should possess strong problem-solving skills and the ability to visualize data effectively to enhance customer engagement and retention strategies
- A collaborative mindset and the ability to communicate findings clearly to stakeholders are essential for success in this role
- Excellent written and verbal communication skills
- 4+ years of proven experience in business intelligence, data analysis, or a quantitative field, preferably within a SaaS or Customer Success environment
- Demonstrated experience in leading data-driven projects that have significantly impacted customer retention and satisfaction
- Proficient in SQL, Microsoft Excel, and data visualization tools such as Looker or Tableau
- Bachelor’s Degree in finance, accounting, economics, data science, or a related field preferred
- Strong understanding of customer success metrics and KPIs that drive business outcomes, with the ability to translate complex data into actionable insights
- Detail-oriented with strong analytical and organizational skills
- Prior experience working in a SaaS business strongly preferred, with a deep understanding of customer engagement strategies and metrics
What the job involves
- In this senior-level position, you will lead strategic data initiatives that directly impact customer satisfaction and business performance
- Conduct thorough analysis of customer success metrics, including churn rates, renewal rates, and customer satisfaction scores, to monitor overall performance and identify trends
- Develop and maintain reporting packages, dashboards, and analytical models to provide actionable insights regarding customer health, engagement, and retention for executive leadership
- Utilize advanced data modeling techniques to transform raw data into meaningful insights that inform customer success strategies and initiatives
- Collaborate with cross-functional teams, including Sales, Customer Experience, and Product, to ensure alignment on Customer Success initiatives and data needs
- Lead the design and implementation of Key Performance Indicator (KPI) reports and dashboards that track the effectiveness of customer success strategies and initiatives
- Streamline data processes and reporting mechanisms to enhance the efficiency of the Customer Success organization, enabling a more data-centric approach in daily operations
- Mentor junior analysts and provide guidance on best practices in data analysis and reporting within the Customer Success domain
- Drive regular business reviews with leadership, presenting key metrics and actionable insights that influence strategic planning and forecasting efforts
- Foster a culture of data literacy across the organization by collaborating with teams to improve their analytical capabilities and empower them to make data-driven decisions
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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