Braze is hiring a

Customer Success Manager

Chicago, United States

WHO WE ARE

Braze delivers customer experiences across email, mobile, SMS, and web. Customers, including Seamless, HBO, Disney, Urban Outfitters, and Venmo, use the Braze platform to facilitate real-time experiences between brands and consumers in a more authentic and human way. And we do it at scale – each month, tens of billions of messages are sent to a network of over 2 billion active users through Braze.

Need more proof? Braze was named a Leader in the Gartner Magic Quadrant for Mobile Marketing Platforms in 2019 and the Forbes Cloud 100. The company has also been selected as one of Inc. Magazine’s Best Places to Work (2019 and 2020), and Crain's Best Places to Work in NYC (2019 and 2020).

WHAT YOU'LL DO

  • Analyze and drive increased product adoption across a variety of innovating SMB accounts, empowering them to use Braze effectively and see value from our product.
  • Actively provide recommendations to clients for adapting business processes to efficiently work with Braze.
  • Develop creative ways to use our internal tools and Braze technology to efficiently and strategically manage and grow your accounts.
  • Be a point of escalation for mid-market customers’ strategy, product training, and non-technical support questions. Answer strategic client questions from your client base via a queue. 
  • Deliver Braze product expertise through delivery of regular check-ins and business reviews.
  • Demonstrate the ability to tailor one to one and group training to specific customer needs.
  • Advocate product feedback ideas to the Braze product team to contribute to our roadmap.
  • Partner with Account Managers to provide an excellent customer experience and to ensure commercial alignment on renewals. Own customer renewal targets for accounts in your name.
  • Collaborate with the Onboarding & Integration Team and other Success partners to seamlessly transition clients from onboarding to ongoing active users.
  • People say you’re a great communicator! 
  • You have exemplary written and verbal communication skills coupled with unparalleled follow up skills. Clients have the impression that you listen and understand their problems. 60-70% of your communication will be written.
  • You’re known for being a “team player.” We just can’t emphasize this enough.
  • High level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others.
  • You have experience managing a high volume of complex accounts or projects with sophisticated clients.
  • You’re excited about being a founding member of a new office and team.
  • You have experience managing a large number of accounts with a “Tech-Touch” rather than a “High-Touch” level of engagement.
  • You welcome frequent feedback regarding your path to progressing through the Customer Success organization. 
  • You have domain knowledge of two or more of the following:  SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics or Programming (HTML etc.).

WHO YOU ARE

Customer Success Team Player:

  • People say you’re a great communicator! 
  • You have exemplary written and verbal communication skills coupled with unparalleled follow up skills. Clients have the impression that you listen and understand their problems. 60-70% of your communication will be written.
  • You’re known for being a “team player.” We just can’t emphasize this enough.
  • High level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others.
  • You have experience managing a high volume of complex accounts or projects with sophisticated clients.
  • You’re excited about being a founding member of a new office and team.
  • You have experience managing a larger number of accounts with a “Tech-Touch” rather than a “High-Touch” level of engagement.
  • You welcome frequent feedback regarding your path to progressing through the Customer Success organization. 
  • You have domain knowledge of two or more of the following:  SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics or Programming (HTML etc.).

WHAT WE OFFER

  • Competitive compensation that includes equity
  • Generous time off policy to balance your work and life, including paid parental leave
  • Competitive medical, dental, and vision coverage for you and your dependents
  • Collaborative, transparent, and fun loving office culture

If you are a California resident subject to the California Consumer Privacy Act, click here to understand how Braze processes your personal information and how you can exercise your rights.

If you are located in the EU or UK visit our privacy policy to understand how Braze processes your personal information and how you can exercise your rights.

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