Manager, Customer Success

Sales at Brex

The Sales team is the driving factor behind revenue for Brex and every member of our team directly affects our bottom line. We focus on generating new opportunities, acquiring new customers, and building even stronger relationships with our current customers. Our winning culture recognizes big team wins and celebrates individual accomplishments. We ensure that top performers are recognized and have built a competitive environment to motivate and unify the team.

The Customer Success team is responsible for ensuring all of our customers meet their desired outcomes with Brex’s suite of financial services and software.

What you’ll do

As Manager of Customer Success at Brex you will play a pivotal role in leading, developing and scaling a world-class CSM team. Your team will drive customer adoption, retention, and expansion by delivering a seamless and value-driven customer experience. You will be responsible for coaching, performance management, and operational excellence, ensuring your team meets and exceeds business goals. 

Where you’ll work

This role will be based in our New York City office. We are a hybrid environment that combines the energy and connections of being in the office with the benefits and flexibility of working from home. We currently require a minimum of two coordinated days in the office per week, Wednesday and Thursday.

Responsibilities

• Hire, mentor, and develop a high-performing team of Customer Success Managers, creating a culture of accountability, innovation, and customer-centricity
• Own and be measured on team-based metrics, including Net Revenue Retention (NRR), churn reduction, customer engagement and revenue expansion
• Define, iterate and scale performance measurement frameworks to ensure your team delivers consistent, high-impact customer engagement
• Partner with all customer-facing teams (Marketing, CX, Sales, and Product) to shape  the customer journey, improve customer processes, and influence product direction 
• Champion the Voice of the Customer (VoC) by proactively surfacing customer insights to influence product development and drive strategic initiatives 
• Define and iterate on performance measurement systems
• Attract, recruit, develop, and retain the best CSMs in the world, fostering an environment of continuous learning and growth

Requirements

• Passionate about working with customers to ensure they achieve their goals
• 5+ years in customer success/account management roles and at least 2+ years leading high-performing teams in SaaS or fintech environments
• Proven experience managing a team with a performance quota attached, including retention, expansion, and customer adoption metrics
• Familiar with customer listening or Voice of the Customer programs and methodologies
• Experience developing customer health scorecards and associated playbooks
• Strong technical acumen with an understanding of how the systems you have overseen work, enabling you to hold your own in technical conversations with other stakeholders
• See yourself as a relationship and business builder - and have a proven track record of doing this with external and internal parties
• You are dynamic - no two days at Brex are the same and you’re comfortable leading high-level strategic initiatives one day and rolling your sleeves up and getting into the weeds with the team on another
• Ready to inspire Customer Success at Brex to be revolutionary in changing the way we engage with our customers

Responsibilities

The expected OTE range for this role is $144,640 USD - $180,800 USD. The starting wage will depend on a number of factors including the candidate’s location, skills, experience, market demands, and internal pay parity. The OTE figure listed here includes base salary and commissions, which may or may not be earned depending on performance.  Depending on the position offered, equity and other forms of compensation may be provided as part of a total compensation package.