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About the Role

Braze powers ambitious consumer engagement programs. You will own the flagship community platform, customer advocacy program, executive Customer Advisory Boards, and customer storytelling motion. You'll lead a team of five and partner with various marketing and customer experience teams to integrate these programs into customer retention and growth strategies.

Responsibilities

• Lead the community function, owning the strategy and operating cadence of Braze Bonfire, including online forums, regional meetups, and recognition programs.
• Wire the community into Braze's operations, ensuring community signals feed account health and CS workflows, support deflection is measured, and meetups align with regional events strategy as a retention and expansion lever.
• Lead the advocacy function end-to-end for Braze Customer Champions, producing references, speakers, storytellers, and product co-creators, and measuring influence with rigor.
• Own Customer Advisory Boards, running high-stakes CABs aligned to Braze's flagship moments and partnering with Product and PMM to translate customer insight into roadmap and narrative.
• Own customer storytelling, establishing testimonial capture across video and written formats, and ensuring customer voices are integrated into case studies, campaigns, and analyst programs.
• Co-design the journeys, shared identity, and measurement framework for a unified customer empowerment ecosystem, connecting community, advocacy, and learning.
• Lead and develop a team of five, setting direction, raising the bar, and developing team members while operating credibly with senior leadership.
• Own a clear KPI tree including engagement, advocacy influence dollars, share of at-risk and expansion accounts touched by community and events, CAB follow-through, and story volume and utilization.
• Build investment cases based on the KPI framework.

Requirements

• Led a customer advocacy program at scale, including building or growing a reference, champion, or ambassador program in B2B software.
• Run a customer community of meaningful scale, optimizing for community as a customer experience.
• Experience with platform migration or re-platforming.
• Comfortable in pipeline conversations and able to defend the function's investment with credible numbers.
• Operate cross-functionally at a senior level, resolving disagreements with peers.
• Demonstrated ability to build and develop people, ensuring reports stay, grow, and become future leaders.
• Experience experimenting with and pushing new platforms, AI tooling, and operating models.

Skills

• Customer advocacy program management
• Customer community management
• Cross-functional leadership
• Team development
• Data analysis and reporting
• Strategic planning
• Customer engagement
• MarTech
• B2B SaaS
• Platform migration
• AI tooling
• Public speaking

Location

• New York
• Austin
• Berlin
• Bucharest
• Chicago
• Dubai
• Jakarta
• London
• Paris
• San Francisco
• São Paulo
• Singapore
• Seoul
• Sydney
• Tokyo

Work Type

• Hybrid

Experience Level

• Senior level
• Management

Salary/Compensations

• $155,000 - $232,000/year
• OTE $174,000 - $260,000/year

Benefits

• Equity grants of restricted stock (RSUs)
• Competitive compensation
• Retirement and Employee Stock Purchase Plans
• Flexible paid time off
• Comprehensive benefit plans covering medical, dental, vision, life, and disability
• Family services including fertility benefits
• Equal paid parental leave
• Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
• Curated in-office employee experience
• Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
• Employee Resource Groups
• Collaborative, transparent, and fun culture recognized as a Great Place to Work®

About the Company

• Braze is the leading customer engagement platform that empowers brands to Be Absolutely Engaging™.
• Braze helps brands deliver great customer experiences that drive value both for consumers and for their businesses.
• Built on a foundation of composable intelligence, BrazeAI™ allows marketers to combine and activate AI agents, models, and features at every touchpoint throughout the Braze Customer Engagement Platform for smarter, faster, and more meaningful customer engagement.
• From cross-channel messaging and journey orchestration to Al-powered decisioning and optimization, Braze enables companies to turn action into interaction through autonomous, 1:1 personalized experiences.
• The company has been consistently recognized as a Leader in marketing technology by industry analysts.
• Named a G2 “Best of Marketing and Digital Advertising Software Product” in 2026.
• Named a 2026 Best Places to Work by Built In.
• Named a 2025 America’s Greenest Companies by Newsweek.
• Named a 2025 Fortune Best Workplace in Technology™ by Great Place To Work®.
• Proudly certified as a Great Place to Work® in the U.S., the UK, Australia, and Singapore.

Equal Opportunity

• Braze strives to create equitable growth and opportunities inside and outside the organization.
• Committed to offering all candidates a fair, accessible, and inclusive experience – regardless of age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or status as a protected veteran.
• Encourages candidates to apply even if they do not meet 100% of the criteria.