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Customer Success Manager, Enterprise

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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

Dedicated contact for strategy, product training, and non-technical support questions
Lead customers to personalize their marketing programs, with targeted and effective guidance, while simultaneously driving business outcomes for ROI
Consult on large enterprise Braze implementations, marketing strategy
Advise larger enterprise clients on organizational strategy to allow for truly cross-channel marketing communications
Work with our onboarding team to ensure a seamless transition from onboarding to continuing support
Own ongoing product adoption across multiple departments, stakeholders, and business users.
Analyze customer use cases and recommend market/vertical best practices to optimize product usage and adoption and enhance client marketing programs
Work with clients and our Support team to manage the technical troubleshooting process and drive towards issue resolution
Work with commercial account owners to ensure successful renewals and upsells
Product expertise through delivery of training and planning workshops for clients
Proactively analyze and provide strategic engagement with clients through ad-hoc communications, bi-weekly cadence, Quarterly Executive Business Reviews, and more
Work with Onboarding Managers and other Success Partners to seamlessly transition clients from onboarding to ongoing active users
Solicit and synthesize customer product feedback to contribute to product development
Collaborate across teams to share learnings and mentor new team members

WHAT YOU HAVE

3 years+ experience managing enterprise accounts at a SaaS company
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).

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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Zak Rittenhouse

Senior Learning Experience Design Lead

SUCCESS FOR ALL

Forging Inclusion Into Learning and Culture

As a learning experience professional, Zak Rittenhouse is responsible for ensuring that employees at Braze have the skills they need to be successful in their roles. Zak also helps his colleagues access what they need through Braze’s employee resource groups (ERGs). By participating in Pride@Braze and HealthyMinds ERGs, Zak supports inclusion and mental health well-being, while building deeper connections in a distributed environment. “Being a part of these ERGs especially as a fully remote employee has allowed me to feel more connected, seen and valued by my peers at Braze,” he said.

Our innovative spirit is reflected in our approach to problem solving, our commitment to diversity and inclusion and our emphasis on continuous improvement and growth.

Pranay Jain

GM West and Senior Director, Market and Competitive Strategy

SUPPORTING GROWTH

Investing in Colleagues to Support Growth

Pranay Jain has stayed curious and ambitious when it comes to opportunities for advancement within Braze. Throughout his journey from supporting clients to a more strategic role, Pranay credits Braze’s leaders with helping him grow. “The opportunities I’ve received are directly related to the support of the leadership team around me,” he said. “They continue to push me and the company forward and provide new paths for growing and making an impact on the organization.”

“Anyone can grow and succeed at Braze. When I first joined, I had no experience as it was my first role in the field – I learned it all at Braze. If you are driven to succeed, you’ll find plenty of support here, and some of the best mentors around.”

Rachel Waitt

Senior Operations Lead, Social Impact

AN INCLUSIVE WORKPLACE

Leveraging Data to Take Action

As Braze’s Social Impact Operations Lead, Rachel Waitt uses data and analytics to find areas of opportunity and then takes action to build a more globally diverse team. “Becoming an inclusive workplace involves a shift of hearts and minds as well as addressing how we structure the foundation of our operations and policies,” Rachel said. “Employee resource groups are a crucial part of that.” To empower and elevate the voices of ERG leaders, Lee and the Social Impact team at Braze are supporting ERG leads in encouraging robust membership engagement, building community and offering meaningful programs for members.

We're changing our narrative about who can and should feel safe at work in order to become a more community-centric environment.

What are Braze Perks + Benefits

Braze Benefits Overview

At Braze, we are dedicated to providing our team members with exceptional medical, dental, vision, and mental health plans, because we are firmly committed to a healthy environment for our team.

We are committed to supporting your personal and family needs by providing family forming benefits, equal paid parental leave for both birthing and non-birthing parents, including adoption and surrogacy, in addition to back-up childcare so you can focus your energy on your growing family.

We know just how important work-life harmony is.To facilitate this, we've implemented a flexible paid time-off policy that empowers you to align your work and personal life in the way that suits you best.

Your future matters to us, which is why we've designed regionally customized programs such as 401(k) employer matching through Fidelity for our US employees, starting from day one of your employment with us.

In addition to our 401(k) program, Braze partners with the Origin Financial Wellness Platform, a valuable service designed to bolster and optimize their financial well-being. This platform includes a variety of tools, resources, and guidance, empowering employees to manage their finances with greater efficacy, make informed financial choices, progress toward their financial objectives, and ultimately enhance their financial health.

In an effort to continuously foster a fair and inclusive workplace, equity is extended to all full-time employees, regardless of their role or tenure. As we grow and succeed, you do, too.

We are also passionate about supporting your professional growth and development through structured career pathing, the resources available through the Braze University learning platform, LinkedIn Learning, mentorship opportunities, and tuition reimbursement.

Your success is our success – we're here to empower you to achieve your full potential, embrace what you’re passionate about and ignite your career.

Culture

Volunteer in local community

In addition to volunteering in our communities globally, our Braze Cares program focuses on charitable giving. Employees can curate donation funds to support causes and Braze matches $100 per employee

Partners with nonprofits

We have a partnership in NYC with New York Edge, a nonprofit bridging the opportunity gap among underserved students by providing programs to improve academic performance, health & wellness & more.

Open door policy

OKR operational model

Team based strategic planning

Open office floor plan

Employee resource groups

Employee awards

Flexible work schedule

Remote work program

Diversity

Dedicated diversity and inclusion staff

Mandated unconscious bias training

Diversity manifesto

Diversity employee resource groups

We have 10 ERGS that represent diverse affinity groups: Asians@Braze, Black@Braze, Brown@Braze, Elle@Braze, Healthy Minds@Braze, Jews@Braze, Muslim@Braze, Parents@Braze, Pride@Braze, and ¡Somos!.

Hiring practices that promote diversity

Health Insurance + Wellness

Flexible Spending Account (FSA)

Disability insurance

Dental insurance

Vision insurance

Health insurance

Life insurance

Wellness programs

Mental health benefits

Financial & Retirement

401(K)

401(K) matching

Company equity

Employee stock purchase plan

Performance bonus

Charitable contribution matching

Child Care & Parental Leave

Childcare benefits

Generous parental leave

16 weeks of equal Growing Family Leave to welcome a new child, plus a flexible ramp back to work plan.

Return-to-work program post parental leave

Fertility benefits

Braze will reimburse $5,000 annually ($25k lifetime max) for eligible family formation benefits including fertility testing, adoption, surrogacy, egg freezing (and more!) for you and your partner.

Vacation + Time Off

Unlimited vacation policy

Generous PTO

Paid volunteer time

Paid holidays

Paid sick days

Flexible time off

Office Perks

Commuter benefits

Company-sponsored outings

Free daily meals

Free snacks and drinks