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Customer Success Manager, Platform Team



Posted over 30 days ago...

Join Braze as a Customer Success Manager and shape the future of customer engagement with an award-winning team


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98% Remote- Worldwide

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Organisation summary

Braze is a customer engagement powerhouse, enabling brands to forge strong connections with consumers through innovative, real-time marketing solutions across various channels. Recognized as a Great Place to Work®, Braze offers a dynamic and supportive culture, with accolades such as topping the Great Place to Work UK’s 2023 lists and featuring in Built In's 2024 Best Places to Work. With a global presence and a commitment to work-life harmony, Braze is an exciting company where growth, opportunity, and community engagement are part of the everyday.

Role Summary

  • Drive product adoption and provide expert guidance to a diverse range of clients.
  • Act as a primary contact for customer inquiries, ensuring effective solutions.
  • Become a Braze product guru, enabling clients to fully utilize the platform.
  • Contribute to the development of customer support strategies and processes.
  • Collaborate with cross-functional teams to deliver exceptional customer experiences.

Role Requirements

  • Exceptional written and verbal communication skills.
  • Team player mindset with an interest in mentoring and collaboration.
  • High intellectual curiosity and a commitment to learning and growth.
  • Experience with a Tech-Touch level of customer engagement.
  • Knowledge in areas such as SaaS, Mobile Technology, APIs, Marketing Automation, Analytics, or Basic Programming.
  • Proficiency in English, both written and verbal.


  • Competitive compensation with potential equity.
  • Retirement and Employee Stock Purchase Plans.
  • Flexible paid time off and comprehensive benefit plans.
  • Fertility benefits and equal paid parental leave.
  • Supported professional development and community engagement opportunities.
  • Access to Employee Resource Groups within a collaborative culture.

At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.

We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization.

To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success. Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.

If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet you.

What You’ll Do

As a Customer Success Manager on the Platform team, you will work closely with agile, technology-focused brands to help them realize value from their investment in Braze. The Platform team is a collection of Braze experts, tasked with helping customers get more out of the dashboard through enablement and knowledge. As one of the first hires in our new Platform Team, you will have the opportunity to shape how we support our customers. You will be a Braze expert, providing comprehensive answers to client questions as they arise.

  • Drive increased product adoption across a variety of accounts, empowering them to use Braze effectively and see value from our product. 
  • Act as a point of contact for inbound customer inquiries from a variety of channels, offering timely and insightful solutions.
  • Become a Braze product expert, learning the dashboard and integration processes in detail so that you can enable clients to master the Braze product.
  • Help build processes, internal enablement, and servicing tactics as we establish our strategy for supporting customers.
  • Partner with Account Managers and Customer Success Managers to provide an excellent customer experience.

Please note this job description does not cover every duty you may need to undertake, you may be asked by your manager to handle other reasonable responsibilities commensurate with the role.  

Who are you?

  • You have exemplary written and verbal communication skills coupled with unparalleled follow up skills. Clients have the impression that you listen and understand their problems. Most of your communication will be written.
  • You’re known for being a team player. You’re interested in mentoring your peers, lending a helping hand to cross-functional partners, and actively contributing to common team goals..
  • High level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others.
  • You have experience working with a large number of accounts with a “Tech-Touch” rather than a “High-Touch” level of engagement.
  • You welcome frequent feedback regarding your path to progressing through the organization. 
  • You have domain knowledge of two or more of the following:  SaaS, Mobile Technology, APIs, Marketing Automation, Direct Marketing, Marketing Analytics and/or Basic Programming (HTML etc.).
  • Strong written and verbal English skills are essential.


Details of these benefits plan will be provided if a candidate receives an offer of employment. Benefits may vary by location.

From offering comprehensive benefits to fostering flexible environments, we’ve got you covered so you can prioritize work-life harmony.

  • Competitive compensation that may include equity
  • Retirement and Employee Stock Purchase Plans
  • Flexible paid time off
  • Comprehensive benefit plans covering medical, dental, vision, life, and disability
  • Family services that include fertility benefits and equal paid parental leave
  • Professional development supported by formal career pathing, learning platforms, and tuition reimbursement
  • Community engagement opportunities throughout the year, including an annual company wide Volunteer Week
  • Employee Resource Groups that provide supportive communities within Braze
  • Collaborative, transparent, and fun culture recognized as a Great Place to Work®


Braze is a leading customer engagement platform that powers lasting connections between consumers and brands they love. Braze allows any marketer to collect and take action on any amount of data from any source, so they can creatively engage with customers in real time, across channels from one platform. From cross-channel messaging and journey orchestration to Al-powered experimentation and optimization, Braze enables companies to build and maintain absolutely engaging relationships with their customers that foster growth and loyalty.

Braze is proudly certified as a Great Place to Work® in the U.S., the UK and Singapore. We ranked #1 on Great Place to Work UK’s 2023 Best Workplaces (Medium), #3 on Great Place to Work UK’s 2023 Best Workplaces for Wellbeing (Medium), #4 on Great Place to Work’s 2023 Best Workplaces in Europe (Medium), #10 on Great Place to Work UK’s 2023 Best Workplaces for Women (Large), #19 on Fortune’s 2023 Best Workplaces in New York (Large). We were also featured in Built In's 2024 Best Places to Work, U.S. News Best Technology Companies to Work For, and Great Place to Work UK’s 2023 Best Workplaces in Tech.

You’ll find many of us at headquarters in New York City or around the world in Austin, Berlin, Chicago, Jakarta, London, Paris, San Francisco, Singapore, Sydney and Tokyo – not to mention our employees in nearly 50 remote locations.

Please see our Candidate Privacy Policy for more information on how Braze processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise any privacy rights.


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