Manager, Customer Success, Scale

Braze

  • Full Time

WHO WE ARE

Braze delivers customer experiences across email, mobile, SMS, and web. Customers, including Burger King, Delivery Hero, HBO Max, Mercari, and Venmo, use the Braze platform to facilitate real-time experiences between brands and consumers in a more authentic and human way. And we do it at scale – each month, hundreds of billions of messages are sent to a network of over 3 billion active users through Braze.

Need more proof? Braze was named a Leader in the Forrester Wave™: Cross-Channel Campaign Management (Independent Platforms), Q3 2021, and was named to the Forbes Cloud 100 list for the fourth consecutive year. The company has also been selected as one of Fortune’s Best Workplace for Millennials in 2021, and was ranked #20 on Fortune’s Best Medium Sized Workplaces in 2021. Braze is certified as a Great Place to Work in the UK and the U.S. and is recognized as one of the UK's Best Workplaces for Women.

As a Manager in the Braze Customer Success Team you will be a manager of managers, responsible for two or more teams of Customer Success Managers.  You will build senior relationships with customer stakeholders and act as a point of escalation for your team’s accounts.

WHAT YOU'LL DO:

  • Manage multiple Customer Success Team Leads guiding them to hire and nurture effective, motivated teams 
  • Be responsible for your teams’ books of business
  • Be responsible for your teams achieving their KPIs against platform adoption, customer renewal, customer expansion and advocacy
  • Work with your teams to understand to understand their customers evolving needs and help ensure Braze demonstrates continuous value to them
  • Guide and support your managers and teams in managing their customers throughout their lifecycle, taking an active role in helping them create and maintain great customer experience.
  • Build strong relationships throughout your teams’ customer organizations, with a particular focus on building rapport with senior stakeholders
  • Be a point of escalation for your teams and customers
  • Monitor your teams’ books of business to identify risks and opportunities, taking action as appropriate
  • Partner with Account Executives and Sales Leadership, taking a lead role to ensure excellent customer experience and commercial alignment
  • 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 established leader you inspire team members to grow, develop, and meet their KPIs – steering your team to achieve excellent outcomes.  You enjoy building relationships with customers, including with senior peers

  • You build strong positive relationships with clients and senior colleagues.
  • You are passionate about creating and delivering great customer experience
  • 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).
  • 5+ years relevant experience in a related area for example, Customer Success, Consultancy, Account Management or Mobile Marketing
  • 3+ years experience managing or mentoring staff

WHAT WE OFFER

  • Competitive compensation that includes equity
  • Generous time off policy to balance your work and life, including paid parental leave
  • Competitive medical, dental, and vision coverage for you and your dependents
  • Collaborative, transparent, and fun loving office culture

If you are a California resident subject to the California Consumer Privacy Act, click here to understand how Braze processes your personal information and how you can exercise your rights.

If you are located in the EU or UK visit our privacy policy to understand how Braze processes your personal information and how you can exercise your rights.

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