Senior Manager, Customer Success, Global SMB

| Chicago
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WHO WE ARE

Braze delivers customer experiences across email, mobile, SMS, and web. Customers, including Burger King, Delivery Hero, HBO Max, Mercari, 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, hundreds of billions of messages are sent to a network of over 3 billion active users through Braze.

Need more proof? Braze was named a Leader in the Forrester Wave™: Cross-Channel Campaign Management (Independent Platforms), Q3 2021, and was named to the Forbes Cloud 100 list for the fourth consecutive year. The company has also been selected as one of Fortune’s Best Workplace for Millennials in 2021, and was ranked #20 on Fortune’s Best Medium Sized Workplaces in 2021. Braze is certified as a Great Place to Work in the UK and the U.S. and is recognized as one of the UK's Best Workplaces for Women.

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.

WHAT WE OFFER

  • Competitive compensation that includes equity
  • Generous time off policy to balance your work and life, including paid parental leave
  • Competitive medical, dental, and vision coverage for you and your dependents
  • Collaborative, transparent, and fun loving office culture

If you are a California resident subject to the California Consumer Privacy Act, click here to understand how Braze processes your personal information and how you can exercise your rights.

If you are located in the EU or UK visit our privacy policy to understand how Braze processes your personal information and how you can exercise your rights.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SwiftLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • FigmaDesign
    • AfterEffectsDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • MarketoLead Gen

Location

20 North Wacker Drive, Suite 1100, Chicago, IL 60606

An Insider's view of Braze

What's something quirky about your company?

I love that Braze embraces new ideas and empowers employees to bring their passions to the workplace, even if it is out of the realm of our day-to-day jobs. Braze created the space for me to make a difference through DEI and Wellness initiatives supported by my colleagues.

Carolina

Senior Technical Recruiter

What are some things you learned at the company?

As a Senior Software Engineer that's new to Braze, I've been amazed by the thoughtfulness and collaboration demonstrated by my colleagues. I'm excited to see our smart teams deliver products that no other company can.

Dejay

Senior Software Engineer, Product Engineering (Ingestion)

What are Braze Perks + Benefits

Braze Benefits Overview

Our health, dental, and vision plans are among the best out there — a happy team member is a healthy one. Our flexible time-off policy lets you balance your work and life in the way that suits you best, and includes paid parental leave. Globally, we support you as you plan for your future, through regionally tailored programs like 401(k) matching through Betterment in the US. When it comes to snacks in the office, we've got you covered — and lunch is on us every single day. When it comes to engaging in the community, we take it seriously. Each year we send team members to conferences around the world to engage with the developer community and learn the latest and greatest updates in all of the technologies we use. And lastly, we support your professional growth through formal career pathing, the Braze University learning platform, and ongoing enablement to foster success. Want more? Further your education with tuition reimbursement.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity Employee Resource Groups
We have a number of ERGs to help enhance our employees' experience while working with us. Including [email protected], [email protected], Femmentor, Healthy Minds @ Braze, [email protected], [email protected], [email protected]
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Recreational Clubs
Professional Development Benefits
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
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