Manager, Customer Success, Scale

WHAT YOU'LL DO

As a Manager in the Braze Customer Success Team you will be managing a team of CSMs alongside handling your own smaller book of direct customers.  You will be responsible for your team’s development and its total book of business.

Responsibilities:

• Be a coach, managing a Customer Success pod, including hiring, nurturing staff development, and maintaining staff satisfaction
• Be responsible for your team achieving their KPIs against platform adoption, customer renewal, customer expansion and advocacy
• Partner with Account Executives and Sales Leadership, taking a lead role to ensure excellent customer experience and commercial alignment
• Guide and support your team in managing their clients throughout their lifecycle
• Ensure users are empowered to use Braze’s platform and powerful features as independently and efficiently as possible, including integration and technical aspects
• Work with your team to understand each customer's evolving business and technical goals for using Braze and continuously demonstrate value
• Build credible relationships throughout customer organizations, from senior staff to Braze end users.
• Monitor your team’s book of business to identify risks and opportunities, taking action or escalating as appropriate
• Advocate customer business use-cases to product development 
• Be a point of escalation for clients in your team’s portfolio
• Own a small book of direct customers
• Work closely with internal stakeholders at Braze to design and develop efficient processes and working practices

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 a Customer Success (or related) professional, as an aspiring leader, you inspire team members to grow, develop, and achieve their KPIs.  You enjoy building relationships with customers, including as a peer to more senior stakeholders.

• You build strong positive relationships with clients and colleagues.
• You have exemplary written and verbal communication skills coupled with unparalleled follow up skills. 
• You are known for being a team player.
• You have a high level of intellectual curiosity.
• You see opportunity and growth in learning more and continuously improving processes, yourself and your team.
• You have significant project management experience and/or formal certifications (PMP, PMgP, Agile, Prince2 etc).
• You have technical domain knowledge of two or more of the following:  SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics or Programming (HTML etc).
• 3+ years relevant experience in a related area for example, Customer Success, Consultancy, Account Management or Mobile Marketing
• 2+ years experience managing or mentoring staff

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $123,750 and $138,750/year with an expected On Target Earnings (OTE) between $165,000 and $185,000/year (including bonus or commission). Your exact offer may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition to cash compensation, Braze offers full- and part- time employees a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that all Braze employees own a piece of our company.