Braze - Customer Success Manager, Global SMB
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.).
Responsibilities
• As a Customer Success Manager, you will work closely with agile, technology-focused brands to help them realize value from their investment in Braze. As part of an innovative and experimental team of Success Managers, you will have the opportunity to shape how we support our customers as we build a new strategy for the future. • 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.
Benefits
• Braze benefits vary by location, and we encourage you to review our specific benefits offerings for each country here. More details on benefits plans will be provided if you receive an offer of employment. • From offering comprehensive benefits to fostering hybrid ways of working, we’ve got you covered so you can prioritize work-life harmony. Braze offers benefits such as: • Competitive compensation that may include equity • Retirement and Employee Stock Purchase Plans • Flexible paid time off • Comprehensive benefit plans covering medical, dental, vision, life, and disability • Family services that include fertility benefits and equal paid parental leave • Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend • A curated in-office employee experience, designed to foster community, team connections, and innovation • Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching • Employee Resource Groups that provide supportive communities within Braze • Collaborative, transparent, and fun culture recognized as a Great Place to Work® • The company has been consistently recognized as a Leader in marketing technology by industry analysts, and was named a G2 “Best of Marketing and Digital Advertising Software Product” in 2026. Braze was also named a 2026 Best Places to Work by Built In, a 2025 America’s Greenest Companies by Newsweek, and a 2025 Fortune Best Workplace in Technology™ by Great Place To Work®. Braze is also proudly certified as a Great Place to Work® in the U.S., the UK, Australia, and Singapore. • The company is headquartered in New York with offices in Austin, Berlin, Bucharest, Chicago, Dubai, Jakarta, London, Paris, San Francisco, São Paulo, Singapore, Seoul, Sydney and Tokyo.
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