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Strategic Customer Success Manager
Global Strategic
Posted on 12/2/2022
INACTIVE
Locations
London, UK
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Agile
Data Analysis
HTML/CSS
Marketing
Communications
Requirements
  • Partner with Account Executives, taking a lead role to ensure excellent customer experience and 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
  • Be a strategic thought leader for your customers, analyzing use-cases and recommending market/vertical best practices to enhance client marketing programs
  • Proactively analyze your customer product usage to identify opportunities and risks to account health
  • You may be a Lead CSM on global group accounts coordinating internationally across other Braze CSMs, along with diverse customer teams, to create a seamless customer experience assisting customer in developing Centers of Excellence and benefiting from knowledge sharing across their group
  • 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 for your direct accounts 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 travel internationally
  • You have significant project management experience and/or formal certifications (PMP, Agile, etc)
  • 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
  • You're known for being a “team player.” We just can't emphasize this enough
  • High level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others
  • You have strong technical domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics or Programming (HTML etc)
  • 3-6 years experience managing complex accounts (Fortune 100, FTSE, DAX, etc. - ACV of $500K or more) across multiple senior client stakeholders at a SaaS company
Responsibilities
  • Own and assume ultimate responsibility for client renewals, retention and net retention targets for your customers
  • Be your customers' main point of contact and trusted advisor at Braze
Braze

501-1,000 employees

Customer engagement platform for marketing
Company Overview
Braze is committed to setting new standards in customer engagement. The company provides multi-channel marketing automations for companies to better engage with their customers.
Benefits
  • 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
Company Core Values
  • Take Your Seat At The Table - Our community welcomes and respects your unique talents and perspective
  • Don't Ignore Smoke - We help each other notice issues before smoke turns to fire
  • Shape The Future - We believe in the positive trajectory of change
  • Embrace Curiosity - We are explorers of details and new horizons
  • Seek The Truth - We combine intelligence with humility to challenge our assumptions and ask thoughtful questions
  • Be A Human - Each of us contributes to the Braze culture through our individuality