Director of Customer Success, Braze
Offers Employee Stock Purchase Plans
Customer engagement platform
Be an early applicant
Customer engagement platform
1001+ employees
Be an early applicant
Offers Employee Stock Purchase Plans
1001+ employees
Company mission
To power lasting connections between consumers and brands they love.
Role
Who you are
- 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
- 5+ years relevant experience in a related area for example, Customer Success, Consultancy, Account Management or Mobile Marketing
- 3+ years experience managing or mentoring staff
- Significant project management experience and/or formal certifications (PMP, PMgP, Agile, Prince2 etc)
- You have exemplary written and verbal communication skills coupled with unparalleled follow up skills
- You build strong positive relationships with clients and colleagues
- You are known for being a team player
- You have a high level of intellectual curiosity
- You see opportunity and growth in learning more and continuously improving both processes and yourself
- You have strong technical domain knowledge of two or more of the following: Mobile Development, APIs, Marketing Automation, Direct Marketing, Analytics or Programming (HTML etc)
- 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
- We know that sometimes different circumstances can lead talented people to hesitate to apply for a role unless they meet 100% of the criteria. If this sounds familiar, we encourage you to apply, as we’d love to meet you
What the job involves
- As a Customer Success Director you will join our department’s senior leadership team to own our entire [Classification] book of business within [Braze geography]. You will manage multiple teams, taking ownership of their growth, development and achievement
- You will take ultimate responsibility for your team’s book of business, building strong relationships with customers, minimizing and mitigating risks, along with successfully supporting growth opportunities to ensure your teams hit their KPIs
- Be a core member of the Customer Success Department’s Senior Leadership Team helping guide and shape the future of the department and contributing to the future of the wider business
- Manage multiple Customer Success teams - likely in more than one location - hiring, nurturing, performance managing, and supporting the development and satisfaction of your staff
- Hire and nurture new talent into our world-class Customer Success organization by building a pipeline of candidates, setting clear expectations, and managing performance
- Develop a cost efficient organisation that maintains our high standard of excellence when providing support to customers
- Create a culture of customer delight, partnering closely with Senior Sales and Services Leadership to foster alignment, delivering excellent customer experience and positive commercial outcomes
- You will be a public presence for Braze building executive relationships with customers, acting as a point of escalation across your book of business and representing Braze during public activations
- Working with your managers and individual contributors you will be responsible for your teams achieving their KPIs against platform adoption, customer renewal, customer expansion and advocacy
- Identify opportunities for continuous improvement including evolving process, reporting, and materials
- Guide your team in managing their clients throughout their lifecycle, work with your team to understand customer's evolving business and technical goals for using Braze and continuously demonstrate value
- Drive ongoing adoption, setting KPIs and success metrics for ROI
- Advocate customer business use-cases to product development
- Be a point of escalation for clients in your team’s portfolio
- Work closely with internal stakeholders at Braze to design and develop efficient processes and working practices
- Create a culture of massive customer delight
- 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
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 it's 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
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
- Talent Development: We support your professional growth through formal career pathing, learning platforms, and our Global Learning Stipend
- Global Presence: Our global presence—15 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
Company HQ
Rose Hill, New York, NY
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
Mel Windley (Director of Global Inclusion and Opportunity)
- Braze takes an inclusion-first approach and holds the philosophy that Global Inclusion and Opportunity must be built into business processes in order to have lasting and meaningful impact. The future we want to shape is one where people from diverse backgrounds and experiences can thrive and have meaningful careers at Braze.
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