Braze is looking for a Customer Success Manager to be the trusted partner for our customers. You’ll guide creators, coaches, and sellers through their journey with our AI-powered CRM, helping them extract real value, increase adoption, and ensure their ongoing success and retention.
What You'll Do
- Own the complete customer lifecycle from onboarding to activation, ongoing success, renewal, and expansion.
- Welcome new customers and schedule onboarding/activation calls within 24 hours of signup.
- Monitor usage dashboards daily and reach out to customers inactive for more than 3 days.
- Respond to all customer questions and support requests within 24 business hours.
- Capture questions, trends, and best practices in the knowledge base.
- Record all customer communication notes and updates in the CRM by the end of each business day.
- Conduct proactive activation check-ins with all assigned customers weekly.
- Ensure all new customers have completed Autopilot setup or have a scheduled setup session.
- Follow up with customers who have not booked their onboarding and drive them to schedule.
- Publish a weekly internal status report summarizing wins, risks, blockers, and next steps.
- Review customer progress and adherence to identify where coaching, guidance, or intervention is needed.
- Review the full customer book monthly to identify expansion opportunities, testimonial opportunities, and accounts needing support.
- Update onboarding playbooks, support scripts, and knowledge base entries based on new learnings.
- Meet with product/ops monthly to discuss recurring friction patterns or feature opportunities.
- Generate at least two client success stories or testimonials per month.
What We're Looking For
- 2+ years in customer success, account management, or client experience, ideally in B2B SaaS.
- Strong communication skills with the ability to simplify the complex and teach with clarity.
- Data-driven approach, understanding how to track metrics like usage, churn, and LTV.
- Self-motivated and able to manage your own projects in a remote environment.
- Empathy for creators and small teams and excitement about helping them grow.
Nice to Have
- Experience supporting SaaS tools in the CRM, AI, or sales automation space.
- Familiarity with tools like Intercom, Google Docs, GoHighLevel, and Slack.
- Prior experience in a startup or fast-paced growth environment.
- Bonus: experience working with creators, solopreneurs, or coaching businesses.
Technical Stack
- Intercom
- Google Docs
- GoHighLevel
- Slack
Work Mode
This is a local-country role based in Canada.
Braze is an equal opportunity employer.
