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About the Role

As a Customer Success Director, you will join the department’s senior leadership team to own a specific book of business within a defined Braze geography. You will manage multiple teams, taking ownership of their growth, development, and achievement, ensuring they meet KPIs related to platform adoption, customer renewal, expansion, and advocacy. You will build strong customer relationships, minimize risks, and support growth opportunities.

Responsibilities

Be a core member of the Customer Success Department’s Senior Leadership Team, guiding its future and contributing to the wider business.
Manage multiple Customer Success teams, potentially in different locations, including hiring, nurturing, performance management, and staff development.
Hire and nurture new talent into the Customer Success organization by building candidate pipelines, setting clear expectations, and managing performance.
Develop a cost-efficient organization that maintains high standards of customer support.
Create a culture of customer delight, partnering with Senior Sales and Services Leadership to ensure alignment, excellent customer experience, and positive commercial outcomes.
Act as a public presence for Braze, building executive relationships with customers, serving as an escalation point, and representing Braze at public events.
Ensure teams achieve KPIs for platform adoption, customer renewal, customer expansion, and advocacy.
Identify opportunities for continuous improvement in processes, reporting, and materials.
Guide teams in managing clients throughout their lifecycle, understanding customer goals, and demonstrating value.
Drive ongoing adoption and set KPIs and success metrics for ROI.
Advocate customer business use-cases to product development.
Serve as an escalation point for clients within the team's portfolio.
Collaborate with internal stakeholders to design and develop efficient processes and working practices.
Undertake other reasonable responsibilities as assigned by a line manager.

Requirements

5+ years of relevant experience in Customer Success, Consultancy, Account Management, or Mobile Marketing.
3+ years of experience managing people managers.
Significant project management experience and/or formal certifications (PMP, PMgP, Agile, Prince2 etc.).
Exemplary written and verbal communication skills with unparalleled follow-up skills.
Ability to build strong positive relationships with clients and colleagues.
Proven team player.
High level of intellectual curiosity.
A drive to see opportunity and growth in continuous improvement of processes and self.
Strong technical domain knowledge in two or more of the following: Mobile Development, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming (HTML etc.).

Skills

Customer Success
Consultancy
Account Management
Mobile Marketing
People Management
Project Management
Communication
Relationship Building
Teamwork
Intellectual Curiosity
Continuous Improvement
Technical Domain Knowledge (Mobile Development, APIs, Marketing Automation, Direct Marketing, Analytics, Programming)

Location

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

Work Type

Hybrid

Experience Level

5+ years relevant experience
3+ years experience managing people managers

Salary/Compensations

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $181,000 and $285,000/year, with an expected On Target Earnings (OTE) between $220,000 and $315,000/year (including bonus or commission).
Your exact offer may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience.
In addition to cash compensation, this role qualifies for a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that you will own a piece of our company.

Benefits

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®

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.
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.

Equal Opportunity

At Braze, we strive to create equitable growth and opportunities inside and outside the organization.
We're 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.
When applying and interviewing with Braze, we want you to feel comfortable showcasing what makes you, you.
If you hesitate to apply for a role unless you meet 100% of the criteria, we encourage you to apply, as we’d love to meet you.
Our use of AI during the application review process may include the use of automated employment decision tools.
Pursuant to New York City Local Law 144, for roles based in New York City, or if you reside in New York City, you have the right to request an alternative selection process or a reasonable accommodation instead of AI-assisted review.
Please submit any such request to our Talent Acquisition team at talentdata.privacy@braze.com promptly after applying.
A summary of the most recent bias audit results for such tool is available here.
Please see our Candidate Privacy Policy for more information on how Braze processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise any privacy rights.