Mid-Market Customer Success Manager
About The Position
As a Mid-Market Customer Success Manager II, you will manage a book of business and work with finance teams, from CFOs to Accounting Managers, to help them realize the value of Brex’s products. You will build deep product expertise and collaborate with internal teams, including Implementation, Solutions, and Product. You will develop and execute account strategies aligned with customers’ business goals, using product usage insights, stakeholder engagement, and cross-functional collaboration to increase adoption, reduce churn, and grow account value. This role is based in Brex’s San Francisco office in a hybrid environment. The posting states that the current in-office requirement is three days per week—Monday, Wednesday, and Thursday—and that employees may work fully remotely for up to four weeks per year.
Requirements
- At least 4 years of experience in customer-facing roles at a high-growth startup, managing a book of business, account health, executive relationships, and expansion strategy.
- Hands-on familiarity with financial technology ecosystems, including ERPs, spend management platforms, or AP automation tools; corporate accounting or financial systems experience is a significant asset.
- Experience and comfort interacting with a high volume of customers at different stages of the customer lifecycle.
- Passion for delivering customer value through product adoption.
- Strong business acumen and a finance-first mindset, with the ability to communicate with CFOs, Controllers, and FP&A teams.
- Ability to synthesize product usage data and identify insights and trends.
- Demonstrated success collaborating cross-functionally and influencing internal roadmaps based on customer needs.
- Bachelor's degree required.
Nice To Haves
- Finance, business, or a related field of study.
- Systems thinking and understanding of the broader picture of customer value.
- Energy for developing relationships across a wide range of levels and roles.
- Experience working with an account team to manage a shared book of business.
- Professional bilingual fluency in English and Spanish.
Responsibilities
- Develop deep expertise in Brex products and show customers how to become power users of the platform.
- Manage an assigned book of accounts to drive customer adoption, value realization, and account growth.
- Advise finance stakeholders on best practices in spend management, credit policy, reconciliation workflows, and financial reporting automation.
- Build relationships across Finance, Procurement, AP, IT, and Security to increase platform stickiness and customer engagement.
- Lead business reviews and financial health checks to create executive alignment and demonstrate ROI.
- Identify and mitigate churn risks using data analysis, usage insights, and issue resolution.
- Partner with Sales, Product, Credit, Risk, and Operations teams to deliver a seamless customer experience and advocate for product improvements.
- Meet or exceed quarterly performance metrics, including customer engagement and GMV targets.
Benefits
- Up to four weeks per year of fully remote work.
- Equity and other forms of compensation may be provided depending on the position offered.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
