Senior Customer Success Manager

About Braze

Braze is a premier customer engagement platform dedicated to helping brands create meaningful and personalized customer experiences. Utilizing the power of BrazeAI™, the platform integrates AI at multiple touchpoints, enabling marketers to deliver autonomous, individualized messaging and journey orchestration that drives business value. Braze is globally recognized for its innovation and company culture, awarded as a leader in marketing technology and a great workplace across multiple countries. The firm operates from its New York headquarters with offices worldwide, including Singapore.

Role Overview

The Senior Customer Success Manager will partner closely with Account Executives to align commercial goals, focusing on customer retention, renewals, and achieving net retention targets. Acting as the primary trusted advisor to your clients, you will craft shared success plans that accelerate feature adoption and maximize product value. Your role includes proactive health monitoring of accounts, maintaining regular communication, and advocating on behalf of customers to influence product development. Additionally, this position involves collaboration with technical and support teams to ensure seamless client experiences and managing escalations when necessary. Mentorship of junior team members and occasional onsite travel to client locations are also key responsibilities.

Key Responsibilities

• Collaborate with Account Executives to promote customer retention and meet renewal targets
• Serve as the main liaison and trusted adviser for customers within Braze
• Develop and execute shared Success Plans to encourage feature adoption and meet client goals
• Foster strong customer relationships that generate mutual value and enhance advocacy
• Analyze product usage data to identify risks and opportunities for account growth
• Engage regularly through check-ins, events, and Executive Business Reviews
• Gather customer feedback to guide product enhancements
• Provide ongoing education and uncover additional features that present upsell possibilities
• Coordinate with teams including Technical Support and Deliverability Services to facilitate seamless client support
• Manage client transitions from onboarding to active engagement
• Handle escalations effectively and provide mentorship to less experienced staff
• Undertake travel to client sites as required

Candidate Profile

• Experienced customer success professional eager to advance within a top-tier customer success team
• Exceptional written and verbal communication skills, with strong follow-up and active listening capabilities
• Proven ability to manage complex, high-value accounts involving multiple stakeholders and priorities
• Strong team collaboration skills and ability to build lasting relationships
• Keen intellectual curiosity driving continuous learning and growth
• Solid project management skills, preferably with certification such as PMP or Agile
• Technical proficiency in at least two of: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming (e.g., HTML)
• Three to six years of relevant experience in onboarding, customer success, implementations, or project management roles

Benefits and Culture

• Competitive salary packages, potentially including equity options
• Retirement savings plans and employee stock purchase opportunities
• Flexible paid time off policies
• Comprehensive healthcare benefits covering medical, dental, vision, life, and disability insurance
• Family support services including fertility treatments and paid parental leave
• Professional development resources with formal career ladders, ongoing learning platforms, and annual stipends
• A vibrant office environment designed to promote community and innovation
• Opportunities for charitable participation through company volunteer weeks and donation matching
• Employee Resource Groups fostering inclusion and belonging
• A transparent, collaborative, and fun workplace culture recognized as a Great Place to Work®

Equal Opportunity Employer

Braze emphasizes inclusive recruitment, providing equitable opportunities for all candidates regardless of background or status. The company encourages applications even if candidates do not meet all stated criteria. Braze’s candidate privacy protections ensure respectful handling of personal data throughout the hiring process.