About the position
At Braze, we have found our people. We're a genuinely approachable, exceptionally kind, and intensely passionate crew. We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity - inside and outside our organization. To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success. Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture. If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can't wait to meet you.
Responsibilities
- Define and execute a comprehensive Customer Success strategy that aligns with Braze's overall business goals, focusing on customer retention, satisfaction, and revenue growth.
- Lead and manage the global Customer Success team, ensuring alignment across regions and fostering a high-performance culture that prioritizes customer outcomes.
- Build and maintain strong relationships with key customers, acting as their advocate within the organization to ensure their needs and feedback are prioritized in product development and strategic planning.
- Deploy strategies across the global Customer Success team that focus on customer value identification and accelerated value realization, ensuring all customers are achieving success with the Braze platform.
- Collaborate closely with Sales, Product, Customer Support, Professional Services, and Marketing teams to drive customer engagement and ensure a seamless customer journey from onboarding through renewal.
- Identify and capitalize on upselling and cross-selling opportunities, working in partnership with the Sales team to maximize customer lifetime value and drive revenue growth.
- Utilize customer feedback and data analytics to identify trends, challenges, and opportunities for improvement, leveraging insights to inform strategic decisions and enhance customer experiences.
- Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer success initiatives, ensuring accountability and continuous improvement.
- Stay abreast of industry trends and best practices in customer success, continuously seeking innovative approaches to enhance customer engagement and satisfaction.
Requirements
- Bachelor's Degree required; MBA or advanced degree preferred.
- 15+ years of experience in customer success, account management, ideally in a B2B SaaS environment, with at least 7 years in a senior leadership role.
- Demonstrated success in managing and developing high-performing teams, with the ability to inspire and motivate team members across diverse regions.
- Strong commitment to customer satisfaction and retention, with a passion for delivering exceptional service and value.
- Ability to think strategically about customer engagement and account management, aligning initiatives with broader business objectives.
- Exceptional interpersonal skills, with the ability to build relationships with customers and stakeholders at all levels, including executive leadership.
- Strong analytical skills to assess customer data and feedback, driving actionable insights and improvements.
- Ability to thrive in a cross-functional environment while managing multiple responsibilities and priorities.
- Ability to assess situations, gather insight, make decisions, and act with conviction and clarity.
Nice-to-haves
- Domain Knowledge: Mobile, Web, Marketing Automation and Marketing Analytics are a plus.
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 a yearly learning stipend.
- A curated in-office employee experience, designed to foster community, team connections, and innovation.
- Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching.
- Employee Resource Groups that provide supportive communities within Braze.
- Collaborative, transparent, and fun culture recognized as a Great Place to Work®.
