Customer Success Manager

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.).