Manager, Customer Success

Brex Inc. • San Francisco, CA

52d • Hybrid

About The Position

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.

Requirements

• 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 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

Responsibilities

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Credit Intermediation and Related Activities
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees