Senior Manager, Enterprise Customer Success
About The Position
Brex is the AI-powered spend platform. We help companies spend with confidence with integrated corporate cards, banking, and global payments, plus intuitive software for travel and expenses. Tens of thousands of companies from startups to enterprises — including DoorDash, Flexport, and Compass — use Brex to proactively control spend, reduce costs, and increase efficiency on a global scale. 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. The Sales team is the driving factor behind revenue for Brex and every member of our team directly affects our bottom line. We focus on generating new opportunities, acquiring new customers, and building even stronger relationships with our current customers. Our winning culture recognizes big team wins and celebrates individual accomplishments. We ensure that top performers are recognized and have built a competitive environment to motivate and unify the team. As a Senior Manager, Enterprise Customer Success, you will lead, develop, and scale a high-performing team of Customer Success Managers (CSMs) focused on enterprise customers. Your team will drive adoption, retention, and expansion by delivering a seamless, value-driven customer experience. You will play a key role in shaping customer strategy, scaling best practices, and ensuring your team achieves and exceeds business goals. This is a hands-on leadership role: you’ll balance high-level strategy with day-to-day team coaching and operational excellence.
Requirements
- 6+ years in customer success, account management, or related roles in SaaS or fintech, with at least 3+ years leading high-performing teams
- Proven experience managing teams with performance quotas tied to retention, expansion, and customer adoption metrics
- Strong technical acumen, capable of engaging in technical discussions and understanding systems architecture
- Experience with customer listening programs, Voice of the Customer methodologies, and driving customer-driven insights into product strategy
- Track record of building and nurturing relationships with enterprise customers and internal stakeholders
- Comfortable balancing strategic initiatives with tactical execution and team coaching
- Passionate about enabling customers to achieve their goals and transforming the way Customer Success engages enterprise clients
Responsibilities
- Hire, mentor, and develop a world-class team of Enterprise CSMs, fostering a culture of accountability, innovation, and customer-centricity
- Own team-based metrics, including Net Revenue Retention (NRR), health/adoption, churn reduction, and customer engagement
- Define, iterate, and scale performance measurement frameworks to ensure consistent, high-impact customer engagement
- Partner with Sales, Marketing, Customer Experience, and Product teams to shape the customer journey, improve processes, and influence product direction
- Champion the Voice of the Customer (VoC) by surfacing insights to drive strategic initiatives and product improvements
- Develop playbooks, and associated processes to drive proactive customer success management
- Lead high-level strategic initiatives while remaining hands-on with the team and key enterprise accounts
- Attract, recruit, and retain top talent, fostering continuous learning and professional growth
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
