Senior Customer Success Manager, Industry
As a Senior Customer Success Manager, you will work closely with high-profile established brands to help them realize 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 contact with your customers through 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
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 seamlessly
Work with Onboarding Managers and other Customer 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 cover every duty you may need to undertake; your line manager may ask you 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 established, household-name, enterprise customers with over 1,000 employees.
You are an excellent communicator with exemplary written and verbal communication skills coupled with unparalleled follow-up skills. 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.” We just can’t emphasize this enough
You build great relationships with colleagues and customers
You have a high level of intellectual curiosity. 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 strong technical domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming (HTML, etc)
3-6 years relevant experience in a related area, for example, Onboarding, Customer Success, Implementations, or Project Management
For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $80,000 and $125,000/year, with an expected On Target Earnings (OTE) between $95,000 and $149,000/year (including bonus or commission). Your exact offer may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition to cash compensation, this role qualifies for a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that you will own a piece of our company.
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