Customer Success Manager II

This is a fully remote position, open to applicants in Spain.

📋 Description

• Take ownership of client renewals, retention, and net retention goals for your customers.

• Serve as your customers’ primary point of contact and trusted advisor at Braze.

• Collaborate with Account Executives to deliver an exceptional customer experience and ensure commercial alignment.

• Foster feature adoption by developing a collaborative Success Plan with your customers, offering strategic guidance, enablement, and daily advice to help them achieve their objectives with Braze.

• Cultivate customer advocacy through building robust relationships and creating mutual value for both your customers and Braze.

• Proactively assess your customers' product usage to pinpoint opportunities and risks related to account health.

• Maintain consistent communication with your customers through ad-hoc interactions, regular check-ins, events, and Executive Business Reviews.

• Represent your customers' interests by gathering and synthesizing their product feedback to inform product development.

• Provide ongoing education for customers to enhance product utilization, identifying new or underused Braze features that could add value and represent upsell opportunities for Braze.

• In addition to being a dedicated resource for strategy, product training inquiries, and non-technical support, you will coordinate with other Braze teams, including Technical Support, Industry Solutions, and Deliverability Services, to ensure your customers receive the necessary support efficiently.

• Collaborate with Onboarding Managers and other Customer Success Partners to ensure a seamless transition for clients from onboarding to continuous engagement.

• You may spend time onsite with customers and could travel internationally.

⛳️ Requirements

• 2-5 years of relevant experience in a related field, such as Onboarding, Customer Success, Implementations, or Project Management.

• Proven ability to manage complex accounts or projects involving sophisticated clients, multiple stakeholders, and competing priorities.

• Familiarity with two or more of the following domains: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, or Programming (HTML, etc.).

• Proficient in both verbal and written English and Spanish.

🏝️ Benefits

• Competitive compensation, which may include equity options.

• Retirement plans and Employee Stock Purchase Plans.

• Flexible paid time off policies.

• Comprehensive benefits covering medical, dental, vision, life, and disability.

• Family services that encompass fertility benefits and equitable paid parental leave.

• Professional development opportunities supported by structured career paths, learning platforms, and an annual learning stipend.

• A thoughtfully curated in-office employee experience designed to enhance community, team connections, and innovation.

• Opportunities to give back to the community, including an annual company-wide Volunteer Week and donation matching initiatives.

• Employee Resource Groups that foster supportive communities within Braze.

• A collaborative, transparent, and enjoyable culture recognized as a Great Place to Work®.