Customer Success Manager II, Enterprise
About The Position
As a Customer Success Manager in our Enterprise team you will be part of a team managing some of the world’s biggest and most recognizable brands. You will be responsible for ensuring commercial alignment, driving client renewals, retention, and net retention targets. You will act as the main point of contact and trusted advisor for your customers, driving feature adoption through strategic guidance and enablement. The role involves building strong customer relationships, analyzing product usage to identify opportunities and risks, and advocating for customers by synthesizing feedback for product development. You will also provide continuing education on product usage, identify new features for upsell opportunities, and coordinate with other Braze teams like Technical Support and Industry Solutions to ensure seamless customer support. Additionally, you will work with Onboarding Managers to transition clients and may spend time onsite with customers, potentially involving international travel. This role requires flexibility as responsibilities may expand based on management direction.
Requirements
- Passionate about customer success and find satisfaction in helping customers achieve great things.
- Proven track record in customer success.
- Seeking to progress career with one of the industry’s most advanced customer success teams.
- Experience working with established, household-name, enterprise customers with over 1,000 employees.
- 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.
- Excited by working with medium and large technology companies who move fast, and want to build new customer experiences quickly.
- Known for being a “team player.”
- Build great relationships with colleagues and customers.
- High level of intellectual curiosity.
- Experience successfully managing complex accounts or projects with sophisticated clients, multiple stakeholders, and competing priorities.
- Excellent time management skills.
- Domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics or Programming (HTML etc).
- 2-5 years relevant experience in a related area, for example Onboarding, Customer Success, Implementations or Project Management.
Responsibilities
- Partner with Account Executives to ensure commercial alignment & drive client renewals, retention & net retention targets for your customers
- Be your customers’ main point of contact and trusted advisor at Braze
- 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 Customer Success Partners to seamlessly transition clients from onboarding to ongoing activity.
Benefits
- Competitive compensation that may include 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
- Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
- A curated in-office employee experience, designed to foster community, team connections, and innovation
- Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
- Employee Resource Groups that provide supportive communities within Braze
- Collaborative, transparent, and fun culture recognized as a Great Place to Work®
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
