Customer Success Manager II

Overview

In this role, you help agile, technology-focused brands realize value from Braze by aligning with sales, driving renewals and retention, and guiding customers to adopt and expand Braze features. You are the main advisor for clients, building success plans, providing strategic enablement, and coordinating across Braze teams to ensure seamless support. You’ll engage with mid-to-large tech customers, nurture relationships, and contribute to product feedback and upsell opportunities. This role offers exposure to international travel and a path to advance in a leading customer success organization.

Pay / Benefits

• Competitive compensation (potential equity)
• Retirement and Employee Stock Purchase Plans
• Flexible paid time off
• Comprehensive medical, dental, vision, life, and disability benefits
• Fertility benefits and equal paid parental leave
• Professional development with career pathing and learning stipend

Responsibilities

• Partner with Account Executives to drive renewals, retention, and net retention targets
• Be the primary point of contact and trusted advisor for customers
• Drive feature adoption via shared Success Plans and ongoing guidance
• Foster customer advocacy by building strong relationships and mutual value
• Analyze customer product usage to identify opportunities and risks to account health
• Maintain regular touchpoints and Executive Business Reviews with customers
• Solicit and synthesize customer feedback to influence product development
• Educate customers on Braze features and identify upsell opportunities
• Coordinate with Technical Support, Industry Solutions, and Deliverability Services to ensure seamless support
• Collaborate with Onboarding Managers to transition clients from onboarding to ongoing activity
• Spend time onsite with customers and potentially travel internationally
• Handle other reasonable duties as assigned by line manager

Key requirements

• 2-5 years relevant experience in Onboarding, Customer Success, Implementations or Project Management
• proven track record in customer success with complex accounts and multiple stakeholders
• excellent written and verbal communication with strong follow-up
• experience working with medium/large technology companies (100–1,000 employees)
• team player with strong relationship-building skills
• high intellectual curiosity and growth mindset
• time management skills
• domain knowledge in two or more of: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics or Programming (HTML etc)

• team player
• strong communication
• relationship-building
• SaaS
• Mobile
• APIs

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