Braze - San Francisco, CA

posted about 1 month ago

Full-time - Mid Level
San Francisco, CA
Broadcasting and Content Providers

About the position

As a Customer Success Manager in our Enterprise team at Braze, you will be part of a team managing some of the world's biggest and most recognizable brands. You will own client renewals, retention, and net retention targets for your customers, acting as their main point of contact and trusted advisor. Your role will involve partnering with Account Executives to provide an excellent customer experience and ensure commercial alignment. You will drive feature adoption by building a shared Success Plan with your customers, providing strategic guidance, enablement, and day-to-day advice to help them achieve their objectives with Braze. Additionally, you will advocate for your customers by soliciting and synthesizing product feedback to contribute to product development, and you will maintain ongoing contact with your customers through various communication methods. This position may require you to travel internationally and spend time onsite with customers.

Responsibilities

  • Own 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 to provide an excellent customer experience and to ensure commercial alignment
  • Drive feature adoption by building a shared Success Plan with your customers
  • Provide strategic guidance, enablement, and day-to-day advice to help customers hit their objectives with Braze
  • Drive customer advocacy by building strong customer relationships and creating mutual value
  • Proactively analyze customer product usage to identify opportunities and risks to account health
  • Maintain ongoing regular contact with customers via ad-hoc communications, regular check-ins, events, and Executive Business Reviews
  • Advocate for customers by soliciting and synthesizing product feedback
  • Provide continuing education for customers to maximize product usage
  • Coordinate with other Braze teams to ensure customers receive the support they need
  • Work with Onboarding Managers and other Customer Success Partners to transition clients from onboarding to ongoing activity

Requirements

  • Proven track record in customer success
  • Excellent written and verbal communication skills
  • Strong follow-up skills
  • Experience managing complex accounts or projects with sophisticated clients
  • High level of intellectual curiosity
  • Experience with medium and large technology companies
  • Excellent time management skills
  • Domain knowledge of SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics or Programming (HTML, etc.)
  • 2-5 years relevant experience in Onboarding, Customer Success, Implementations or Project Management

Nice-to-haves

  • Experience working with established, household-name, enterprise customers with over 1,000 employees
  • Known for being a team player
  • Ability to build great relationships with colleagues and customers

Benefits

  • Competitive compensation that may include equity
  • Retirement and Employee Stock Purchase Plans
  • Flexible paid time off
  • Comprehensive benefit plans covering medical, dental, vision, life, and disability
  • Family services that include fertility benefits and equal paid parental leave
  • Professional development supported by formal career pathing, learning platforms, and tuition reimbursement
  • Community engagement opportunities throughout the year
  • Employee Resource Groups that provide supportive communities
  • Collaborative, transparent, and fun culture recognized as a Great Place to Work
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