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Full-Time

Senior Customer Success Manager

Confirmed live in the last 24 hours

Braze

Braze

1,001-5,000 employees

Real-time customer engagement platform

Consumer Software
Data & Analytics

Mid, Senior

London, UK

Category
Customer Success
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
Agile
Communications
Management
Marketing
Data Analysis
HTML/CSS
Requirements
  • 3-6 years relevant experience in a related area, for example Onboarding, Customer Success, Implementations or Project Management
  • You have a proven track record successfully managing complex, high value accounts or projects with sophisticated clients, multiple stakeholders, and competing priorities
  • You have excellent time management skills, ideally you have significant project management experience and/or formal certifications (PMP, Agile, etc)
  • 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)
  • You are an excellent communicator with exemplary written and verbal communication skills coupled with unparalleled follow up skills.
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
  • 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
  • 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 Success Partners to seamlessly transition clients from onboarding to ongoing activity.
  • Act as a point of escalation for customers
  • Provide mentorship to junior colleagues
  • You will likely spend time onsite with customers and may travel [internationally]

Braze stands out as an excellent workplace due to its leadership in crafting contextually relevant, cross-channel marketing campaigns using cutting-edge real-time data processing technologies. This commitment not only drives industry advancement but also fosters a culture of continuous learning and strategic innovation among its teams. By focusing on optimizing customer engagement strategies, the company provides a dynamic and forward-thinking environment for professionals eager to influence and grow within the fast-paced tech landscape.

Company Stage

IPO

Total Funding

$635.1M

Headquarters

New York City, New York

Founded

2011

Growth & Insights
Headcount

6 month growth

3%

1 year growth

10%

2 year growth

14%
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Simplify's Take

What believers are saying

  • Braze's recent $520M IPO and market valuation of ~$5.87B indicate strong financial health and growth potential.
  • The introduction of CDI Segments and the Braze Data Platform enhances the platform's scalability and data integration capabilities, making it more attractive to enterprise clients.
  • Recognition for customer service excellence, such as the NorthFace ScoreBoard Award, underscores Braze's commitment to high-quality support and onboarding services.

What critics are saying

  • The competitive MarTech landscape requires continuous innovation to maintain market position and avoid being overshadowed by larger players.
  • Rapid expansion and new feature rollouts may strain resources and impact the quality of existing services.

What makes Braze unique

  • Braze's focus on composable data-centric capabilities and partner integrations through the Braze Data Platform sets it apart from other customer engagement platforms.
  • The company's commitment to ESG initiatives and community involvement, such as their annual Volunteer Week, highlights a strong corporate social responsibility ethos.
  • Braze's support for emerging technologies like visionOS demonstrates its forward-thinking approach and adaptability in the rapidly evolving MarTech landscape.

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