Customer Success Manager, Braze
Global Strategic
+ Equity
Customer engagement platform
Posted today
Customer engagement platform
1001+ employees
Posted today
+ Equity
1001+ employees
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 have some client facing experience and the intention to progress your career in customer success
- You have excellent written and verbal communication skills
- You manage projects and tasks to completion
- You take initiative
- You’re interested and eager to learn more about both technical and marketing concepts with real world applications
- You are known for being a team player; we just can’t emphasize this enough
- You welcome feedback
- Your interests include marketing strategy, digital marketing, technology and mobile trends
- You are intellectually curious and are known as a problem solver, you're not afraid to tackle technical problems
- 3-6 years relevant experience in a related area, for example Onboarding, Customer Success, Implementations or Project Management
- 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 Manager in our Strategic team you will be part of a team managing some of the world’s biggest and most recognizable international brands. Partnering with senior colleagues you will support individual business units with large group accounts
- Own client renewals, retention and net retention targets for your customers within larger groups
- Be your customers’ main point of contact and trusted advisor at Braze
- Partner with Strategic CSMs and Account Executives to provide an excellent customer experience and to ensure 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
- Assist the wider Braze account team in highlighting the value delivered by Braze for your customers to
- 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 Customer Success Partners to seamlessly transition clients from onboarding to ongoing activity
- You will likely spend time onsite with customers and may travel [internationally]
- 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
Salary benchmarks
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.
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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