Braze
customer engagement platform
CustomerSuccessManagerII,Retail
“Customer Success Manager II, Retail at Braze. Skills: Customer Success Management, Account Management, Client Relationship Building, Strategic Guidance, Product Adoption. 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”
What You'll Achieve.
drive client renewals, retention & net retention targets for your customers; help them hit their objectives with Braze; creating mutual value for your customers and Braze; maximize product usage; represent an upsell opportunity for Braze
Industry & Context.
driven to solve exhilarating challenges; Proactively analyze your customer product usage to identify opportunities and risks to account health
spend time onsite with customers, may travel (internationally)
What They're Looking For.
Must Have
2-5+ years relevant experience in a related area, for example Onboarding, Customer Success, Implementations or Project Management, Proven track record in customer success, Excellent communicator with exemplary written and verbal communication skills coupled with unparalleled follow up skills, Experience successfully managing complex accounts or projects with sophisticated clients, multiple stakeholders, and competing priorities, Excellent time management skills, Domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics or Programming (HTML, etc)
Nice to Have
working with established, household-name, enterprise customers with over 1,000 employees
What You'll Do.
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
and day-to-day advice
Drive customer advocacy by building customer relationships and creating mutual value
Proactively analyze your customer product usage to identify opportunities and risks to account health
Maintain ongoing regular contact with your customers via ad-hoc communications
and Executive Business Reviews
Advocate for your 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
and Deliverability Services
Work with Onboarding Managers and other Customer Success Partners to seamlessly transition clients from onboarding to ongoing activity
How You'll Work.
Team & Collaboration
Partner with Account Executives; Coordinate with Technical Support, Industry Solutions, and Deliverability Services; Work with Onboarding Managers and other Customer Success Partners
Communication Scope
exemplary written and verbal communication skills; unparalleled follow up skills; Clients and colleagues have the impression that you listen and understand the strategic problems they are trying to solve
Process & Methodology
managing complex accounts or projects with sophisticated clients, multiple stakeholders, and competing priorities
Applying for this Customer Success Manager II, Retail role?
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