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Customer Success Manager II, Enterprise

Braze

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Posted 4 weeks ago

Join a top-rated customer engagement platform and be part of an award-winning team dedicated to fostering growth and loyalty at Braze.

Overview

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No salary declared 😔

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São Paulo

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98% Remote- Worldwide

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Expires at anytime

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Braze is a trailblazing customer engagement platform that's certified as a Great Place to Work® in multiple regions. We empower marketers to forge powerful connections with their audience through real-time, data-driven interaction across various channels. Our vibrant culture thrives on teamwork, curiosity, and a work-life harmony, making it a prime destination for passionate professionals.

Role Summary:

  • Take the lead on client renewals, retention, and net retention for an established customer base.
  • Act as the primary contact and trusted advisor for Braze customers, ensuring a seamless experience.
  • Collaborate with Account Executives to deliver strategic guidance and drive feature adoption.
  • Build strong customer relationships to foster advocacy and create value for both parties.
  • Analyze product usage to identify opportunities and risks, maintaining regular contact through various communication channels.
  • Facilitate customer feedback to influence product development.
  • Identify upsell opportunities by educating customers on new or underused features.
  • Coordinate with multiple Braze teams to provide comprehensive support to customers.
  • Guide clients from the onboarding stage to ongoing activities, possibly involving international travel.

Role Requirements:

  • A passion for customer success and a track record of managing complex accounts.
  • Exceptional communication skills and a collaborative team-player attitude.
  • Intellectual curiosity with a desire to learn and impact others.
  • Experience in SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, or Programming (HTML, etc.) is beneficial.
  • 2-5 years of experience in related fields such as Onboarding, Customer Success, Implementations, or Project Management.

Braze offers a competitive compensation package, equity options, comprehensive benefits, and a culture that prioritizes work-life balance. If you're ready to work with a dynamic team and make a tangible difference, apply to Braze today!

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

  • Own client renewals, retention and net retention targets for your customers
  • Be your customers’ main point of contact and trusted advisor at Braze
  • Partner with Account Executives to provide an excellent customer experience and to ensure commercial alignment
  • Drive feature adoption by building a shared Success Plan with your customers, providing strategic guidance, enablement, and day-to-day advice to help them hit their objectives with Braze
  • Drive customer advocacy by building strong customer relationships and creating mutual value for your customers and Braze
  • Proactively analyze your customer product usage to identify opportunities and risks to account health  
  • Maintain ongoing regular contact with your customers via ad-hoc communications, regular check-ins, events, and Executive Business Reviews.
  • Advocate for your customers, soliciting and synthesizing customer product feedback to contribute to product development
  • Provide continuing education for customers to maximize product usage, identifying new or unused Braze features that could provide value for your customer and represent an upsell opportunity for Braze.
  • In addition to being a dedicated contact for strategy, product training inquiries, and non-technical support, you will coordinate with other Braze teams including Technical Support, Industry Solutions, and Deliverability Services to ensure your customers receive the support they need simply and seamlessly
  • Work with Onboarding Managers and other Customer Success Partners to seamlessly transition clients from onboarding to ongoing activity.
  • You will likely spend time onsite with customers and may travel [internationally]

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

WHO YOU ARE

You are passionate about customer success and find satisfaction in helping your customers achieve great things.  You have a proven track record in customer success and are seeking to progress your career, with one of the industry’s most advanced customer success teams, by working with established, household-name, enterprise customers with over 1,000 employees.

  • You are an excellent communicator with exemplary written and verbal communication skills coupled with unparalleled follow up skills. Clients and colleagues have the impression that you listen and understand the strategic problems they are trying to solve
  • You’re excited by working with medium and large technology companies who move fast, and want to build new customer experiences quickly
  • You’re known for being a “team player.” We just can’t emphasize this enough
  • You build great relationships with colleagues and customers
  • You have a 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 successfully managing complex accounts or projects with sophisticated clients, multiple stakeholders, and competing priorities
  • You have excellent time management skills
  • You have domain knowledge of two or more of the following:  SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics or Programming (HTML etc
  • 2-5 years relevant experience in a related area, for example Onboarding, Customer Success, Implementations or Project Management

WHAT WE OFFER

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®

ABOUT BRAZE

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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