Strategic Customer Success Manager, Global Strategic in London

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.

As a Customer Success Manager in our Strategic team you will be part of a team managing some of the world’s biggest and most recognizable international brands. Partnering with senior colleagues you will support individual business units with large group accounts.

WHAT YOU’LL DO

• Own client renewals, retention and net retention targets for your customers within larger groups.
• Be your customers’ main point of contact and trusted advisor at Braze.
• Partner with Strategic CSMs and 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.
• Assist the wider Braze account team in highlighting the value delivered by Braze for your customers.
• 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).

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 have some client facing experience and the intention to progress your career in customer success.
• You have excellent written and verbal communication skills.
• You manage projects and tasks to completion.
• You take initiative.
• You’re interested and eager to learn more about both technical and marketing concepts with real world applications.
• You are known for being a team player; we just can’t emphasize this enough.
• You welcome feedback.
• Your interests include marketing strategy, digital marketing, technology and mobile trends.
• You are intellectually curious and are known as a problem solver, you’re not afraid to tackle technical problems.
• 3-6 years 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. From cross-channel messaging and journey orchestration to AI-powered decisioning and optimization, Braze enables companies to turn action into interaction through autonomous, 1:1 personalized experiences.

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. When applying and interviewing with Braze, we want you to feel comfortable showcasing what makes you you.