WHAT YOU'LL DO:

As the Senior Manager of Customer Success in the Global SMB Department, you will be responsible for managing a global team of CSMs. As one of the first leadership hires in our new Global SMB Department, you will have the opportunity to shape how we support our customers as we build a new tech touch strategy for the future.

• Manage a global Customer Success team, including recruiting and hiring, developing staff talent, maximizing performance, and maintaining a collaborative, results-oriented culture. Guide and coach your team as they navigate customer interactions.
• Be responsible for your team achieving their objectives, which include increasing platform adoption, maintaining strong customer retention, and driving customer expansion and advocacy.
• Partner with Sales and Account Management leadership to foster alignment and deliver positive commercial outcomes. Analyze your team’s book of business identifying and mitigating risks and finding opportunities for expansion.
• Ensure customers are empowered to use Braze’s platform and powerful features as independently and efficiently as possible. Build strong relationships with customers’ executive stakeholders and ensure feedback alignment occurs with Product Management.
• Strategically drive forward important internal projects to build new processes and improve the customer experience. Help develop tech touch and one-to-many services for our customers. Align with other leaders at the company to maximize the efficacy and adoption of these initiatives.

Please note that you may be asked by your line manager to handle other reasonable responsibilities commensurate with the role in addition to what’s listed in this job description.  

WHO YOU ARE:

You are an experienced Customer Success (or related) leader who inspires team members to grow in their careers, develop new skills, and ultimately meet their goals. You understand how to achieve the right outcomes for your people, your customers, and the business.

• You have exemplary written and verbal communication skills coupled with unparalleled follow up skills. You align well with other cross-functional leaders to drive progress on important initiatives.
• You are known for being a team player who inspires the best work from your peers and your team. You have excellent coaching skills and a proven track record of developing talent.
• You have a high level of intellectual curiosity. You are interested in building new services for the business while learning a technical and complex product. 
• You have significant project management experience. You have excellent organizational skills and follow through on tasks.
• You have technical domain knowledge of two or more of the following:  SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics or Programming (HTML etc).
• 5+ years relevant experience in a related area for example, Customer Success, Consulting, Account Management, or Mobile Marketing.
• 3+ years experience managing or mentoring high-performing individual contributors.