Customer Success Manager, Global SMB

Responsibilities

• Analyze and drive increased product adoption across a variety of innovating SMB accounts, empowering them to use Braze effectively and see value from our product.
• Provide recommendations to clients for adapting business processes to efficiently work with Braze.
• Develop creative ways to use our internal tools and Braze technology to efficiently and strategically manage and grow your accounts.
• Be a point of escalation for customers' strategy, product training, and non-technical support questions. Answer strategic client questions from your client base via a queue.
• Deliver Braze product expertise through delivery of check-ins and business reviews.
• Help build processes, internal enablement, and servicing tactics as we iterate on our strategy for supporting SMB customers.
• Partner with Account Managers to provide an excellent customer experience and to ensure commercial alignment on renewals. Own customer renewal targets for accounts in your name.
• Collaborate with Customer Onboarding Managers and other Success partners to seamlessly transition clients from onboarding to ongoing active users.
• Responsible for leading Executive Business Reviews (EBRs) with key stakeholders, ensuring alignment on goals, showcasing value delivered, and identifying opportunities to drive further success and growth.
• Please note this job description does not cover every duty you may need to undertake, you may be asked by your manager to handle other reasonable responsibilities commensurate with the role.

Requirements

• 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. Most of your communication will be written.
• You're known for being a team player. You're interested in mentoring your peers, lending a helping hand to cross-functional partners, and actively contributing to internal projects.
• High level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others.
• You have experience managing a large number of accounts with a "Tech-Touch" rather than a "High-Touch" level of engagement.
• You welcome frequent feedback regarding your path to progressing through the organization.
• You have domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics or Basic Programming (HTML etc.).

Benefits

Additional Information

At Braze, we have found our people. We're a genuinely approachable, exceptionally kind, and intensely passionate crew. 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. 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. 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. 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.

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