Senior Customer Success Manager

Overview

As a Senior Customer Success Manager on Braze’s Enterprise team, you will partner with account executives to secure renewals and drive retention for high-profile brands. You will act as the main point of contact and trusted advisor, guiding strategic adoption and success planning to meet customer objectives. You’ll nurture advocacy, monitor usage health, and coordinate cross-functionally to ensure seamless support and value realization. This role offers the chance to influence product development through customer feedback while mentoring junior colleagues and working with global enterprise clients.

Pay / Benefits

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

Responsibilities

• Partner with Account Executives to align on commercial goals and drive renewals and net retention
• Serve as main point of contact and trusted advisor for customers
• Build and execute shared Success Plans to drive feature adoption and achieve objectives
• Foster customer advocacy and strong relationships to create mutual value
• Analyze product usage to identify opportunities and risks to account health
• Maintain regular touchpoints including Executive Business Reviews and events
• Educate customers to maximize Braze usage and identify upsell opportunities
• Coordinate with Technical Support, Industry Solutions, and Deliverability Services to ensure seamless support
• Onboard and transition clients from onboarding to ongoing activity with Onboarding Managers
• Act as escalation point for customers and mentor junior colleagues
• Occasionally travel onsite with customers, potentially internationally

Key requirements

• Proven track record in customer success or related role with enterprise clients
• Excellent written and verbal communication with strong follow-up skills
• Experience managing complex, high-value accounts with multiple stakeholders
• Significant project management experience and/or relevant certifications (PMP, Agile)
• Strong technical domain knowledge in two or more: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics or Programming (HTML)
• 3-6 years of relevant experience in onboarding, customer success, implementations or project management

• Team player
• Strong relationship-building
• High intellectual curiosity
• SaaS
• Mobile
• APIs

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