Manager, Customer Success
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. Where you'll work This role will be based in our New York City office. We are a hybrid environment that combines the energy and connections of being in the office with the benefits and flexibility of working from home. We currently require a minimum of two coordinated days in the office per week, Wednesday and Thursday. Starting February 2, 2026, we will require three days per week in office - Monday, Wednesday and Thursday. As a perk, we also have up to four weeks per year of fully remote work!
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
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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
