Customer Success Manager, Brex

• Passionate about working with customers to ensure they achieve their goals
• 5+ years in customer success/account management roles and at least 2+ years leading high-performing teams in SaaS or fintech environments
• Proven experience managing a team with a performance quota attached, including retention, expansion, and customer adoption metrics
• Familiar with customer listening or Voice of the Customer programs and methodologies
• Experience developing customer health scorecards and associated playbooks
• Strong technical acumen with an understanding of how the systems you have overseen work, enabling you to hold your own in technical conversations with other stakeholders
• See yourself as a relationship and business builder - and have a proven track record of doing this with external and internal parties
• You are dynamic - no two days at Brex are the same and you’re comfortable leading high-level strategic initiatives one day and rolling your sleeves up and getting into the weeds with the team on another
• Ready to inspire Customer Success at Brex to be revolutionary in changing the way we engage with our customers

• The Sales team is the driving factor behind revenue for Brex and every member of our team directly affects our bottom line
• We focus on generating new opportunities, acquiring new customers, and building even stronger relationships with our current customers
• Our winning culture recognizes big team wins and celebrates individual accomplishments
• We ensure that top performers are recognized and have built a competitive environment to motivate and unify the team
• The Customer Success team is responsible for ensuring all of our customers meet their desired outcomes with Brex’s suite of financial services and software
• As Manager of Customer Success at Brex you will play a pivotal role in leading, developing and scaling a world-class CSM team
• Your team will drive customer adoption, retention, and expansion by delivering a seamless and value-driven customer experience
• You will be responsible for coaching, performance management, and operational excellence, ensuring your team meets and exceeds business goals
• Hire, mentor, and develop a high-performing team of Customer Success Managers, creating a culture of accountability, innovation, and customer-centricity
• Own and be measured on team-based metrics, including Net Revenue Retention (NRR), churn reduction, customer engagement and revenue expansion
• Define, iterate and scale performance measurement frameworks to ensure your team delivers consistent, high-impact customer engagement
• Partner with all customer-facing teams (Marketing, CX, Sales, and Product) to shape the customer journey, improve customer processes, and influence product direction
• Champion the Voice of the Customer (VoC) by proactively surfacing customer insights to influence product development and drive strategic initiatives
• Define and iterate on performance measurement systems
• Attract, recruit, develop, and retain the best CSMs in the world, fostering an environment of continuous learning and growth

• Company equity
• Parental leave
• Health, dental & vision insurance
• Generous PTO if full-time + paid holidays
• Company-wide weeks off
• Remote-first team
• Company offsites
• Monthly remote stipend
• One-time office setup budget

Total funding: $1.1bn

Brex started its life focused on providing credit cards aimed mainly at startups and SMBs, but has gradually evolved its model with the aim of serving as a one-stop finance shop for companies. With 1,000s of software integrations, Brex is the largest modern corporate card platform, helping businesses scale and fuel growth.