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 Enterprise team you will work closely with high profile established brands to help them realize value from their investment in Braze. What you'll doPartner with Account Executives to ensure commercial alignment & drive client renewals, retention & net retention targets for your customersBe your customers' main point of contact and trusted advisor at BrazeDrive 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 BrazeDrive customer advocacy by building strong customer relationships and creating mutual value for your customers and BrazeProactively 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. 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 seamlesslyWork with Onboarding Managers and other Customer Success Partners to seamlessly transition clients from onboarding to ongoing activity. Act as a point of escalation for customersProvide mentorship to junior colleaguesYou 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 areYou 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 established, household-name, enterprise customers with over 1,000 employees. Clients and colleagues have the impression that you listen and understand the strategic problems they are trying to solveYou're excited by working with medium and large technology companies who move fast, and want to build new customer experiences quicklyYou're known for being a "team player." You see opportunity and growth in learning more about what you do and how it impacts othersYou have a proven track record successfully managing complex, high value accounts or projects with sophisticated clients, multiple stakeholders, and competing prioritiesYou have excellent time management skills, ideally you have significant project management experience and/or formal certifications (PMP, Agile, etc).SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics or Programming (HTML etc).You have a minimum 5 years of relevant experience in a related area, for example Onboarding, Customer Success, Implementations or Project ManagementWHAT WE OFFERBraze benefits vary by location, and we encourage you to review our specific benefits offerings for each country here. From offering comprehensive benefits to fostering hybrid ways of working, we've got you covered so you can prioritize work-life harmony. Braze offers benefits such as: Competitive compensation that may include equityRetirement and Employee Stock Purchase PlansFlexible paid time offComprehensive benefit plans covering medical, dental, vision, life, and disabilityFamily services that include fertility benefits and equal paid parental leaveProfessional development supported by formal career pathing, learning platforms, and a yearly learning stipendA curated in-office employee experience, designed to foster community, team connections, and innovationOpportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching Employee Resource Groups that provide supportive communities within BrazeCollaborative, transparent, and fun culture recognized as a Great Place to WorkABOUT BRAZEBraze 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.News & World Report, a 2025 America's Greatest Companies by Newsweek, and a 2025 Fortune Best Workplace in Technology by Great Place To Work, among other accolades. 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 EMPLOYERAt 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. To help our recruitment teams focus on what matters most — the person behind each application — we use AI-assisted tools at certain stages of our recruitment process. This includes using AI to analyze the experience, skills and qualifications in your application materials to help with screening and prioritizing candidates. We also use AI for administrative support, like scheduling and recording interviews and summarizing interview notes. To exercise other types of rights, such as rights to request further information about how AI is used in our recruitment process, to request a manual review of any decision made or to contest a decision, please contact us at talentdata.Notice Regarding Automated Employment Decision Tool (NYC Local Law 144)Our use of AI during the application review process may include the use of automated employment decision tools. Pursuant to New York City Local Law 144, for roles based in New York City, or if you reside in New York City, you have the right to request an alternative selection process or a reasonable accommodation instead of AI-assisted review. Please submit any other request to our Talent Acquisition team at talentdata.Please see our Candidate Privacy Policy for more information on how Braze processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise any privacy rights.
Senior Customer Success Manager / Senior Account in London employer: Braze
At Braze, we pride ourselves on being an inclusive employer that fosters a collaborative and vibrant work culture. Our commitment to employee growth is evident through comprehensive professional development opportunities, flexible work arrangements, and a strong emphasis on work-life harmony. With a focus on equity and community engagement, Braze not only empowers its employees to thrive but also encourages them to make a meaningful impact both within the company and in the wider world.
