Customer Success Manager

As a Customer Success Manager in our Scale Mid-Touch team at Braze, you will be responsible for owning client renewals, retention, and net retention targets. You will serve as the main point of contact and trusted advisor for your customers, working closely with Account Executives to ensure a positive customer experience and commercial alignment. Your role will involve driving feature adoption, building strong customer relationships, and advocating for your customers. Additionally, you will analyze customer product usage, provide ongoing support and education, and collaborate with other Braze teams to ensure customer satisfaction.

• Own client renewals, retention, and net retention targets for customers
• Act as the main point of contact and trusted advisor for customers at Braze
• Collaborate with Account Executives to ensure a positive customer experience and commercial alignment
• Drive feature adoption by creating a Success Plan, providing strategic guidance, and day-to-day advice to help customers achieve their objectives with Braze
• Build strong customer relationships and create mutual value for customers and Braze to drive customer advocacy
• Analyze customer product usage to identify opportunities and risks to account health
• Maintain regular contact with customers through ad-hoc communications, check-ins, events, and Executive Business Reviews
• Gather and synthesize customer product feedback to contribute to product development
• Provide continuing education for customers to maximize product usage and identify upsell opportunities
• Coordinate with other Braze teams to ensure customers receive seamless support
• Transition clients from onboarding to ongoing activity
• May spend time onsite with customers and travel internationally
• Handle other reasonable responsibilities as assigned by line manager

• Proven track record in customer success
• Excellent written and verbal communication skills
• Strong follow-up skills
• Ability to understand and solve strategic problems
• Experience working with medium and large technology companies
• Team player with the ability to build relationships
• Intellectual curiosity and eagerness to learn
• Experience managing complex accounts or projects
• Excellent time management skills
• Domain knowledge in SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, or Programming
• 2-5 years relevant experience in a related area

• Competitive compensation that includes equity
• Retirement and Employee Stock Purchase Plans
• Flexible paid time off
• Comprehensive benefit plans covering medical, dental, vision, life, and disability
• Family services that include fertility benefits and equal paid parental leave
• Global presence, dog-friendly offices, and remote availability
• Professional development supported by formal career pathing, learning platforms, and tuition reimbursement
• Community engagement opportunities throughout the year, including an annual company-wide Volunteerism Week
• Employee Resource Groups that provide supportive communities within Braze
• Collaborative, transparent, and fun culture recognized as a Great Place to Work®