Senior Customer Success Manager, Braze

Enterprise

Salary not provided

+ Employee Stock Purchase Plans

HTML
Mid and Senior level
Berlin
Braze

Customer engagement platform

Job no longer available

Braze

Customer engagement platform

1001+ employees

B2BMarketingAnalyticsCommunicationSaaS

Job no longer available

Salary not provided

+ Employee Stock Purchase Plans

HTML
Mid and Senior level
Berlin

1001+ employees

B2BMarketingAnalyticsCommunicationSaaS

Company mission

To power lasting connections between consumers and brands they love.

Role

Who you are

  • 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.
  • 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 technology companies who move fast, and want to build new customer experiences quickly
  • You’re known for being a “team player.” We just can’t emphasize this enough
  • You build great relationships with colleagues and customers
  • You have a high level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others
  • You have a proven track record successfully managing complex, high value accounts or projects with sophisticated clients, multiple stakeholders, and competing priorities
  • You have excellent time management skills, ideally you have significant project management experience and/or formal certifications (PMP, Agile, etc)
  • You have strong technical domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics or Programming (HTML, etc.)
  • 3-6 years relevant experience in a related area, for example Onboarding, Customer Success, Implementations or Project Management

What the job involves

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

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Insights

Top investors

42% female employees

10% employee growth in 12 months

Company

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

Funding (last 2 of 8 rounds)

Oct 2018

$80m

SERIES E

Aug 2017

$50m

SERIES D

Total funding: $182.7m

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.

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Kirsty

Company Specialist at Welcome to the Jungle