Strategic Customer Success Manager, Global Strategy at Braze

| Chicago
Sorry, this job was removed at 6:52 a.m. (CST) on Friday, April 23, 2021
Find out who's hiring in Chicago.
See all Sales jobs in Chicago
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

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).

WHAT YOU'LL DO

  • Own and assume ultimate responsibility for client renewals, retention and net retention targets for your customers
  • Be your customers’ main point of contact and trusted advisor at Braze
  • Partner with Account Executives, taking a lead role to ensure excellent customer experience and commercial alignment
  • Drive feature adoption by building a shared Success Plan with your customers, providing strategic guidance, enablement, and day-to-day advice to help them hit their objectives with Braze
  • Drive customer advocacy by building strong customer relationships and creating mutual value for your customers and Braze
  • Be a strategic thought leader for your customers, analyzing use-cases and recommending market/vertical best practices to enhance client marketing programs. 
  • Proactivly analyze your customer product usage to identify opportunities and risks to account health  
  • You may be a Lead CSM on global group accounts coordinating internationally across other Braze CSMs, along with diverse customer teams, to create a seamless customer experience assisting customer in developing Centres of Excellence and benefiting from knowledge sharing across their group
  • Maintain ongoing regular contact with your customers via ad-hoc communications, regular check-ins, events, and Executive Business Reviews.
  • Advocate for your customers, soliciting and synthesizing customer product feedback to contribute to product development
  • Provide continuing education for customers to maximize product usage, identifying new or unused Braze features that could provide value for your customer and represent an upsell opportunity for Braze.
  • In addition to being a dedicated contact for strategy, product training inquiries, and non-technical support for your direct accounts coordinate with other Braze teams including Technical Support, Industry Solutions, and Deliverability Services to ensure your customers receive the support they need simply and seamlessly
  • Work with Onboarding Managers and other Customer Success Partners to seamlessly transition clients from onboarding to ongoing activity.
  • You will likely spend time onsite with customers and travel internationally

WHO YOU ARE

You are an established customer success professional who finds satisfaction in helping your customers achieve great things. You have an excellent track record in customer success or a related role and are excited to work with complex multinational businesses.

  • You have 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).
  • 3-6 years experience managing complex accounts (Fortune 100, FTSE, DAX, etc. - ACV of $500K or more) across multiple senior client stakeholders at a SaaS company

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.

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

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
Daily sync
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
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical 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
Recreational Clubs
Professional Development Benefits
Tuition Reimbursement
Diversity Program
Lunch and learns
Promote from within
Mentorship program
Continuing Education stipend
More Jobs at Braze38 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
HR + Recruiting
Internships
Marketing
Operations
Product
Project Mgmt
Sales
Sales
new
Chicago
Data + Analytics
new
Chicago
HR + Recruiting
new
Chicago
Sales
new
Chicago
Data + Analytics
new
Chicago
Data + Analytics
new
Chicago
Project Mgmt
new
Chicago
Finance
new
Chicago
Product
new
Chicago
Design + UX
new
Chicago
Marketing
new
Chicago
Operations
new
Chicago
Sales
new
Chicago
Operations
new
Chicago
Sales
new
Chicago
Product
new
Chicago
Internships
new
Chicago
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Braze's full profileSee more Braze jobs