Braze is looking for a Customer Success Manager II to join our Scale team. In this role, you will work closely with agile, technology-focused brands to help them realize value from their investment in Braze. You will own client renewals, retention, and net retention targets, acting as the main point of contact and trusted advisor.

What You'll Do

Own client renewals, retention and net retention targets for your customers.
Be your customers’ main point of contact and trusted advisor at Braze.
Partner with Account Executives to provide an excellent customer experience and ensure commercial alignment.
Drive feature adoption by building a shared Success Plan with customers, providing strategic guidance, enablement, and day-to-day advice.
Drive customer advocacy by building strong customer relationships and creating mutual value.
Proactively analyze customer product usage to identify opportunities and risks to account health.
Maintain ongoing regular contact with customers via ad-hoc communications, regular check-ins, events, and Executive Business Reviews.
Advocate for 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.
Coordinate with other Braze teams including Technical Support, Industry Solutions, and Deliverability Services to ensure customers receive needed support.
Work with Onboarding Managers and other Customer Success Partners to seamlessly transition clients from onboarding to ongoing activity.
Spend time onsite with customers and may travel internationally.

What We're Looking For

2-5 years relevant experience in a related area, for example Onboarding, Customer Success, Implementations or Project Management.
Proven track record in customer success.
Excellent communicator with exemplary written and verbal communication skills coupled with unparalleled follow up skills.
Experience successfully managing complex accounts or projects with sophisticated clients, multiple stakeholders, and competing priorities.
Excellent time management skills.
Domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics or Programming (HTML etc).

Nice to Have

Passionate about customer success and find satisfaction in helping customers achieve great things.
Excited by working with medium and large technology companies who move fast.
Known for being a 'team player.'
Build great relationships with colleagues and customers.
Have a high level of intellectual curiosity.

Team & Environment

You will be joining our Scale team.

Benefits & Compensation

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
Compensation: $92,296 - $101,296/year + equity grants of restricted stock (RSUs)

Work Mode

This is an onsite role located in New York City.

Braze is an equal opportunity employer. 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.