Senior Customer Success Manager (Hybrid) in London

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 Senior Customer Success Manager in our Scale team you will work closely with agile, technology-focused brands to help them realise value from their investment in Braze.

What you’ll do:

• Partner with Account Executives to ensure commercial alignment & drive client renewals, retention & net retention targets for your customers.
• Be your customers’ main point of contact and trusted advisor at Braze.
• 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.
• 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.

Please note this job description cannot possibly cover every duty you may need to undertake, you may be asked by your line manager to handle other reasonable responsibilities commensurate with the role.

Who you are:

• You are an established customer success professional who finds satisfaction in helping your customers achieve great things and in helping your colleagues grow.
• You have an excellent track record in customer success or a related role and are seeking to progress your career, with one of the industry’s most advanced customer success teams, by working with agile, technology savvy scale customers with between 100 and 1,000 employees.
• Clients and colleagues have the impression that you listen and understand the strategic problems they are trying to solve.
• 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 see opportunity and growth in learning more about what you do and how it impacts others.
• 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 a minimum 5 years of relevant experience in a related area, for example Onboarding, Customer Success, Implementations or Project Management.

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.

ABOUT BRAZE:

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. Built on a foundation of composable intelligence, BrazeAI allows marketers to combine and activate AI agents, models, and features at every touchpoint throughout the Braze Customer Engagement Platform for smarter, faster, and more meaningful customer engagement.

The company has repeatedly been recognized as a Leader in marketing technology by industry analysts, and was voted a G2 “Best of Marketing and Digital Advertising Software Product” in 2025. The company is headquartered in New York with offices in Austin, Berlin, Bucharest, Chicago, Dubai, Jakarta, London, Paris, San Francisco, São Paulo, Singapore, Seoul, Sydney and Tokyo.

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. We're committed to offering all candidates a fair, accessible, and inclusive experience - regardless of age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or status as a protected veteran.