Senior Customer Success Manager, Enterprise
WHO WE ARE
Braze delivers customer experiences across email, mobile, SMS, and web. Customers, including Seamless, HBO, Disney, Urban Outfitters, and Venmo, use the Braze platform to facilitate real-time experiences between brands and consumers in a more authentic and human way. And we do it at scale – each month, tens of billions of messages are sent to a network of over 2 billion active users through Braze.
Need more proof? Braze was named a Leader in the Gartner Magic Quadrant for Mobile Marketing Platforms in 2019 and the Forbes Cloud 100. The company has also been selected as one of Inc. Magazine’s Best Places to Work (2019 and 2020), and Crain's Best Places to Work in NYC (2019 and 2020).
CUSTOMER SUCCESS
Our mission is to help customers grow by driving value, delivering world-class support, challenging the status quo and creating solutions for business needs and outcomes. We create long-term partnerships with our customers that are built on trust. We’ve got a talented team of experts dedicated to help customers get the most value out of Braze. We succeed by making others successful – a great customer experience, and we support each other along the way. To achieve this goal, we’re looking for a passionate Enterprise Account Manager for global enterprise based in San Francisco to work with our most valued customer relationships and largest ACV clients.
RESPONSIBILITIES
As an Enterprise Customer Success Manager you will be a lifecycle relationship owner of a portfolio of Braze’s largest enterprise clients. You will optimize your clients' experience from the start and drive ongoing value from Braze. You will approach your clients consultatively, acting as a trusted advisor and help them with adoption to get the most out of Braze. You will be their dedicated contact, as a strategic marketing and technology consultant. You will analyze their digital marketing campaigns and make recommendations to transform their customer experiences into personalized connections between people and the brands they love.
This is an opportunity to bring your skills as a consultant, business analyst, project manager and customer success professional along with high level of curiosity about all things tech, and expand your knowledge of Direct Marketing, Mobile Marketing Automation, APIs and Analytics.
CORE OBJECTIVES
- Dedicated contact for strategy, product training, and non-technical support questions.
- Lead customers to personalize their marketing programs, targeted and effective, while simultaneously driving business outcomes for ROI.
- Consult on large enterprise Braze implementations and marketing strategy.
- Own customer relationships from implementation onboarding to ongoing product adoption across multiple departments, stakeholders, and business users.
- Own empowering adoption of Braze and are seeing value from our product.
- Analyze customer use-cases and recommend market/vertical best practices for optimize product usage and adoption and enhance client marketing programs.
- Work with commercial account owners to ensure successful renewals and upsells.
- Product expertise through delivery of training and planning workshops for clients.
- Proactively analyze and provide strategic engagement with clients through ad-hoc communications, bi-weekly cadence, Quarterly Executive Business Reviews.
- Work with Onboarding Managers and other Success Partners to seamlessly transition clients from onboarding to ongoing active users.
- Solicit and synthesize customer product feedback to contribute to product development.
QUALIFICATIONS
- 5 years+ experience managing complex enterprise accounts (ACV of $250K or more annually) across multiple senior client stakeholders at a SaaS company
- Significant project management experience and/or formal certifications (PMP, Agile, etc).
- You have exemplary written and verbal communication skills coupled with unparalleled follow up skills. Clients have the impression that you listen and understand their problems.
- You’re known for being a “team player.” We just can’t emphasize this enough.
- High level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others.
- You have strong technical domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics or Programming (HTML etc).
WHAT WE OFFER
- Competitive compensation that includes equity
- Flexible time off policy to balance your work and life, including paid parental leave
- Free daily lunch in the office (when we return to the office!), including snacks and beverages
- Competitive medical, dental, and vision coverage for you and your dependents
- Collaborative, transparent, and fun loving office culture
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