Full-Time

Senior Customer Success Manager

Posted on 8/16/2024

Braze

Braze

1,001-5,000 employees

Customer engagement platform for marketers

Data & Analytics
Consumer Software
AI & Machine Learning

Mid, Senior

London, UK

Category
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
Agile
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 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 provides a customer engagement platform designed to help brands build strong relationships with their customers. The platform allows marketers to gather and utilize data from various sources to engage customers in real-time across multiple channels, such as email, push notifications, and in-app messaging. Key features include journey orchestration, which helps create personalized customer experiences, and AI-powered tools for experimentation and optimization to improve marketing strategies. Unlike many competitors, Braze focuses on a subscription-based model that caters to a wide range of clients, from small businesses to large enterprises, and has received recognition for its workplace culture and leadership in the marketing technology sector. The goal of Braze is to enhance customer engagement and foster lasting connections between consumers and brands.

Company Stage

IPO

Total Funding

$177.7M

Headquarters

New York City, New York

Founded

2011

Growth & Insights
Headcount

6 month growth

2%

1 year growth

9%

2 year growth

15%
Simplify Jobs

Simplify's Take

What believers are saying

  • Expansion into the Middle East opens new customer engagement opportunities.
  • AI-driven personalization aligns with industry trends for enhanced user experiences.
  • Strong ESG initiatives attract investors and consumers prioritizing sustainability.

What critics are saying

  • Cultural and regulatory challenges may arise in the Middle East expansion.
  • Increased competition from GrowthLoop's advanced marketing insights solution.
  • AI innovations may face scrutiny over data privacy and ethical concerns.

What makes Braze unique

  • Braze offers AI-powered personalization for enhanced customer engagement experiences.
  • The platform supports real-time, cross-channel messaging and journey orchestration.
  • Braze's composable data platform enables flexible and scalable marketing solutions.

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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

INACTIVE