Customer Success Manager II

<div class="content-intro"><p>At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.</p> <p>We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization.</p> <p>To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success.</p> <p>Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.</p> <p>If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet you.</p></div><p>As a Customer Success Manager, you will work closely with agile, technology-focused brands to help them realize value from their investment in Braze.</p> <p><strong>WHAT YOU'LL DO</strong></p> <ul> <li>Be your customers’ main point of contact and trusted advisor at Braze</li> <li>Partner with Account Executives to ensure commercial alignment drive client renewals, retention net retention targets for your customers</li> <li>Drive feature adoption by building a shared Success Plan with your customers, providing strategic guidance, enablement, and day-to-day advice to help them hit their objectives with Braze</li> <li>Drive customer advocacy by building strong customer relationships and creating mutual value for your customers and Braze</li> <li>Proactively analyze your customer product usage to identify opportunities and risks to account health </li> <li>Maintain ongoing regular contact with your customers via ad-hoc communications, regular check-ins, events, and Executive Business Reviews</li> <li>Advocate for your customers, soliciting and synthesizing customer product feedback to contribute to product development</li> <li>Provide continuing education for customers to maximize product usage, identifying new or unused Braze features that could provide value for your customers and represent an upsell opportunity for Braze</li> <li>In addition to being a dedicated contact for strategy, product training inquiries, and non-technical support, you will coordinate with other Braze teams, including Technical Support, Industry Solutions, and Deliverability Services, to ensure your customers receive the support they need simply and seamlessly</li> <li>Work with Onboarding Managers and other Customer Success Partners to seamlessly transition clients from onboarding to ongoing activity</li> <li>You will likely spend time onsite with customers and may travel [internationally]</li> </ul> <p>Please note this job description cannot possibly cover every duty you may need to undertake; you may be asked by your line manager to handle other reasonable responsibilities commensurate with the role. </p> <p><strong>WHO YOU ARE</strong></p> <p>You are passionate about customer success and find satisfaction in helping your customers achieve great things. You have a proven track record in customer success and are seeking to progress your career, with one of the industry’s most advanced customer success teams, by working with agile, technology-savvy scale customers with between 100 and 1,000 employees.</p> <ul> <li>You are an excellent communicator with exemplary written and verbal communication skills, coupled with unparalleled follow-up skills. Clients and colleagues have the impression that you listen and understand the strategic problems they are trying to solve</li> <li>You’re excited by working with medium and large-sized technology compani ... (truncated, view full listing at source)