Customer Success Manager II

This job is with Braze, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. 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.

As a Customer Success Manager in our South team you will work closely with agile, technology-focused brands to help them realize value from their investment in Braze.

What you’ll do:

• 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, 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.
• 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 may travel internationally.

Who you are:

• You are passionate about customer success and find satisfaction in helping your customers achieve great things.
• You have a proven track record in customer success and are seeking to progress your career.
• You are an excellent communicator with exemplary written and verbal communication skills coupled with unparalleled follow up skills.
• You’re excited by working with medium and large technology companies who move fast, and want to build new customer experiences quickly.
• You’re known for being a “team player.”
• You build great relationships with colleagues and customers.
• You have a high level of intellectual curiosity.
• You have experience successfully managing complex accounts or projects with sophisticated clients, multiple stakeholders, and competing priorities.
• You have excellent time management skills.
• You have domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics or Programming (HTML etc).
• 2-5 years relevant experience in a related area, for example Onboarding, Customer Success, Implementations or Project Management.
• Verbal and written fluency in English and Spanish.

What we offer:

• 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®.

Braze is the leading customer engagement platform that empowers brands to Be Absolutely Engaging™. Braze helps brands deliver great customer experiences that drive value both for consumers and for their businesses.

Braze is an equal opportunity employer. At Braze, we strive to create equitable growth and opportunities inside and outside the organization. Building meaningful connections is at the heart of everything we do, and that includes our recruiting practices.