Braze
Where your passion is welcome and your impact is real.
New York, NY

Customer Success Manager, Digital First

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Braze is a customer engagement platform that delivers messaging experiences across push, email, apps, and more. Braze is built specifically for today’s mobile-first world and tomorrow’s ambient computing future. Braze is set apart as the platform that allows for real-time and continuous data streaming, replacing decades-old databases that aren’t built for today’s on-demand, always-connected customer. With data, technology, and teams working together in unison, the Braze platform makes marketing more authentic, brands more human, and customers more satisfied with every experience.

Each month, tens of billions of messages associated with over 1.5 billion active users are managed through our technology. Braze is a venture-backed company with hundreds of employees in offices located in New York City, San Francisco, London, and Singapore. Most recently, we’ve been named a Leader in the Forrester Wave™: Mobile Engagement Automation, Q3 2017 evaluation. We’ve been recognized by Forbes Cloud 100 at #85, ranked #225 on Inc.'s 500 Fastest Growing Private Companies, named a “Top 10 Upstart” by Business Insider, in addition to being #21 in the Deloitte Technology Fast 500 List. Learn more at Braze.com.

CORE OBJECTIVES

  • 1-4 years relevant experience in a related area, for example Onboarding, Customer Success, Implementations or Project Management
  • Own customer relationship and adoption, empowering Braze utilization and value for your book of business.
  • Advocate customer feedback to Braze product team and voice in our roadmap.
  • Work with some of Braze’s more technically savvy and complex digital first clients.
  • Provide continuing education for customers to maximize product usage.
  • Hit client renewals, retention and net retention targets.
  • Own and assume ultimate responsibility for customer renewals for accounts in your name.
  • Dedicated contact for strategy, product training inquiries, and non-technical support.
  • Drive feature adoption through targeted on-going training of clients
  • Product expertise through delivery of training and planning workshops to clients.
  • Pro-actively analyze customer product usage and provide strategic advice to the customer around how they can better engage their customers with Braze through ad-hoc communications, Quarterly Check-Ins and Executive Business Reviews.
  • Work with Onboarding Managers and other Success Partners to seamlessly transition clients from onboarding to ongoing active users.
  • Maintain ongoing regular contact with clients.
  • Solicit and synthesize customer product feedback towards product development ideas.

QUALIFICATIONS

Customer Success Team Player:

  • You are an excellent communicator
  • You’re excited by working with medium and large technology companies who move fast, and want to build new customer experiences quickly.
  • 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 experience managing complex accounts or projects with sophisticated clients.
  • You have domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics or Programming (HTML etc). 

WHAT YOU CAN EXPECT

A great culture that delivers excellent benefits, and where openness, curiosity, collaboration and career growth are encouraged and supported. You will also have the opportunity to work, daily, with Braze’s clients, many of whom are the most innovative and exciting global brands in the world.

WHAT WE OFFER

  • Competitive compensation that includes equity
  • Excellent medical, dental, and vision coverage for you and your dependents
  • 401(k) matching, life insurance, commuter benefits, and parental leave plans
  • Daily catered lunches and fully stocked kitchen with snacks and beverages
  • Collaborative, transparent, collegial and fun loving office culture
  • Flexible time off policy to balance your work and life in the way that suits you best

In addition, this position is exempt under the provisions of the Fair Labor Standards Act.

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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
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
Team based strategic planning
Open office floor plan
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
We have a number of ERGs to help enhance our employees' experience while working with us. Including Asians@Braze, Black@Braze, Femmentor, Healthy Minds @ Braze, Jews@Braze, Parents@Braze, Pride@Braze
Health Insurance & Wellness Benefits
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
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Pet friendly
Recreational clubs
Professional Development Benefits
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend

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