Braze is looking for a Manager, Customer Success to lead the day-to-day functions and performance of a team of Customer Success Managers. In this role, you will build scalable processes and develop customer journeys that foster adoption, satisfaction, and retention, while contributing to Net ARR.
What You'll Do
- Lead and mentor a team of Customer Success Managers, fostering a high-performance culture.
- Monitor and own key metrics, including churn, renewal rates, and customer health scores.
- Collaborate with Sales to align and influence expansion opportunities.
- Collaborate with Product teams to relay customer feedback and influence the product roadmap.
- Design and implement processes to scale customer success operations efficiently.
- Leverage data and analytics to predict customer needs and mitigate risks.
- Initially own a portfolio of a limited number of named accounts.
What We're Looking For
- 5+ years of experience in customer success, account management, or a related field in a SaaS environment.
- 2+ years of experience managing or leading a team.
- Proven track record of driving customer retention and expansion in a B2B or B2G SaaS setting.
- Analytical skills with experience using CRM (e.g. Salesforce) and Customer Success platforms (e.g. Gainsight, Churnzero).
- Exceptional communication and leadership skills with the ability to influence cross-functional teams.
- Bachelor's degree in Business, Marketing, or a related field (or equivalent experience).
- Ability to thrive in a fast-paced, dynamic environment.
Nice to Have
- Experience with GovTech SaaS products.
- Familiarity with subscription-based business models and metrics like ARR.
- Comfortable working with remote or distributed teams.
Technical Stack
- CRM (e.g. Salesforce)
- Customer Success platforms (e.g. Gainsight, Churnzero)
Team & Environment
You will lead the day-to-day functions and performance of a team of Customer Success Managers (CSMs).
Benefits & Compensation
- Unlimited Paid Time Off.
- Group Health, Dental, and Vision Plan: company-subsidized, covering up to 100% of premiums or up to $800 monthly for you and your dependents.
- Options to add Dental, Vision, Life, and other benefit coverages.
- $1,000 HSA Contribution annually.
- Pre-tax 401k.
- Market-competitive base salary.
- Eligible for equity incentive program that awards high-performing employees on an annual basis at CEO's discretion.
Work Mode
This is a remote position open to candidates in the United States.
PublicInput is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristics protected by law.
