Scaled Customer Success Manager

Brex•Salt Lake, UT

About The Position

Brex is reimagining financial systems so every growing company can realize their full potential. As the financial OS, we’re building software and services in one place—disrupting long-entrenched institutions with products and experiences that better serve the ambitions of our customers. Working at Brex allows you to push your limits, challenge the status quo, and collaborate with some of the brightest minds in the industry. We’re committed to building a diverse team and inclusive culture and believe your potential should only be limited by how big you can dream. We make this a reality by empowering you with the tools, resources, and support you need to grow your career. Customer Success at Brex Customer Success is responsible for ensuring all of our customers meet their desired outcomes with Brex’s suite of financial services and software.

Requirements

At least 3 years experience in customer-facing, marketing, or program management roles
Experience and comfort interacting with a high volume of customers at different stages of the customer lifecycle
Experience working at a SaaS or Fintech organization.
You are passionate about working with customers to ensure they achieve their goals.
You’re a creative self-starter who understands customers, their use cases, and how to be a trusted partner
You see yourself as a relationship and business builder - and have a proven track record of doing this with external and internal parties at Brex or in other roles.
You’re comfortable presenting new ideas, challenging the status quo, and asking, “How can we scale or streamline this?”

Nice To Haves

Track record of building customer programs from scratch that drove measurable retention or expansion outcomes
Experience leading large-scale webinars and workshops
Experience creating successful email outreach programs
Experience creating & leading customer education initiatives
Experience leveraging AI strategically and responsibly for large data sets

Responsibilities

Independently develop strategies to retain and grow Brex Customers.
Use Customer Success and other marketing automation platforms to engage with customers at scale.
Partner with other Scaled CSMs to contribute to and test scaled playbooks and engagement strategies.
Design and execute one-to-many programs, including email campaigns, webinars, office hours, and digital content that educate customers, drive product adoption, and surface expansion opportunities across customer segments
Proactively identify and mitigate risk
Monitor accounts through cases, product usage dashboards, account health triggers, and other ongoing, customized alerts.
Partner with the Sales teams to source expansion opportunities and find the next group of “unicorns” in our book of business
Work closely with the VIP Support team to ensure customer issues are resolved in a timely fashion.
Advocate for the voice of the customer internally at Brex, identifying customer trends and providing internal feedback on how Brex can better serve our customers.