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About the Role

As a Senior Customer Success Manager in our Scale team, you will work closely with agile, technology-focused brands to help them realize value from their investment in Braze. You will be the customers' main point of contact and trusted advisor, driving feature adoption and customer advocacy by building strong relationships and creating mutual value.

Responsibilities

Partner with Account Executives to ensure commercial alignment & drive client renewals, retention & net retention targets.
Be your customers’ main point of contact and trusted advisor at Braze.
Drive feature adoption by building a shared Success Plan with your customers, providing strategic guidance, enablement, and day-to-day advice.
Drive customer advocacy by building strong customer relationships and creating mutual value.
Proactively analyze customer product usage to identify opportunities and risks to account health.
Maintain ongoing regular contact with customers via ad-hoc communications, regular check-ins, events, and Executive Business Reviews.
Advocate for customers, soliciting and synthesizing customer product feedback to contribute to product development.
Provide continuing education for customers to maximize product usage, identifying new or unused Braze features that could provide value and represent an upsell opportunity.
Coordinate with other Braze teams including Technical Support, Industry Solutions, and Deliverability Services to ensure customers receive seamless support.
Work with Onboarding Managers and other Success Partners to seamlessly transition clients from onboarding to ongoing activity.
Act as a point of escalation for customers.
Provide mentorship to junior colleagues.

Requirements

Established customer success professional with satisfaction in helping customers achieve great things and colleagues grow.
Excellent track record in customer success or a related role.
Seeking to progress career with one of the industry’s most advanced customer success teams.
Experience working with agile, technology savvy scale customers with between 100 and 1,000 employees.
Excellent communicator with exemplary written and verbal communication skills coupled with unparalleled follow up skills.
Clients and colleagues have the impression that you listen and understand the strategic problems they are trying to solve.
Excited by working with medium and large technology companies who move fast, and want to build new customer experiences quickly.
Known for being a team player.
Build great relationships with colleagues and customers.
High level of intellectual curiosity.
Proven track record successfully managing complex, high value accounts or projects with sophisticated clients, multiple stakeholders, and competing priorities.
Excellent time management skills.
Significant project management experience and/or formal certifications (PMP, Agile, etc) is ideal.
3-6 years relevant experience in a related area, for example Onboarding, Customer Success, Implementations or Project Management.

Skills

SaaS
Mobile
APIs
Marketing Automation
Direct Marketing
Analytics
Programming (HTML etc.)

Location

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

Work Type

Onsite
Hybrid

Experience Level

Senior
3-6 years relevant experience

Salary/Compensations

Competitive compensation that may include equity

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, and was named a G2 “Best of Marketing and Digital Advertising Software Product” in 2026.
Braze was also named a 2026 Best Places to Work by Built In, a 2025 America’s Greenest Companies by Newsweek, and a 2025 Fortune Best Workplace in Technology™ by Great Place To Work®.
Braze is also 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.
Building meaningful connections is at the heart of everything we do, and that includes our recruiting practices.
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.
We know that sometimes different circumstances can lead talented people to hesitate to apply for a role unless they meet 100% of the criteria. If this sounds familiar, we encourage you to apply, as we’d love to meet you.