Senior Customer Success Manager

Overview

In this role, you help agile, technology-focused brands realize value from Braze by guiding strategic adoption and renewal efforts. You partner with account executives to align on commercial goals and serve as the main trusted advisor to your customers. You craft shared success plans, deliver guidance and education, and drive adoption to meet customer objectives. You build strong relationships, advocate for customer feedback, and coordinate cross-functional support to enable ongoing success. This is a hands-on, high-impact role in a fast-growing, global team with a clear path to leadership and mentorship.

Pay / Benefits

• Competitive compensation including equity
• Retirement and Employee Stock Purchase Plans
• Flexible paid time off
• Comprehensive benefits: medical, dental, vision, life, disability
• Parental leave and family services
• Professional development and annual learning stipend

Responsibilities

• Partner with Account Executives to drive renewals, retention, and net retention targets
• Be the main point of contact and trusted advisor for customers at Braze
• Drive feature adoption through shared Success Plans and ongoing guidance
• Foster customer advocacy and mutual value through strong relationships
• Analyze customer product usage to identify opportunities and risks to account health
• Maintain regular contact including Executive Business Reviews and events
• Solicit and synthesize customer feedback to influence product development
• Provide education on Braze features to maximize usage and identify upsell opportunities
• Coordinate with Technical Support, Industry Solutions, and Deliverability Services to ensure seamless support
• Work with Onboarding Managers to transition clients from onboarding to ongoing activity
• Act as escalation point for customers and mentor junior colleagues
• Travel may be required onsite with customers (international)
• Perform other duties as assigned by line manager

Key requirements

• Established customer success professional with strong track record in managing high-value accounts or projects
• Excellent written and verbal communication with strong follow-up skills
• Experience with medium to large technology companies and fast-moving environments
• Strong relationship-building capabilities and collaborative mindset
• High intellectual curiosity and continuous learning mindset
• Significant project management experience or certifications (PMP, Agile, etc)
• Technical domain knowledge in two or more: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming (HTML)
• 3–6 years of relevant experience in onboarding, customer success, implementations, or project management

• Team player
• Strong communication skills
• Customer-centric mindset
• SaaS
• Mobile
• APIs

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