The opportunity
At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.
What you'll do
Be a core member of the Customer Success Department’s Senior Leadership Team: helping guide and shape the future of the department and contributing to the future of the wider business
Manage multiple Customer Success teams: likely in more than one location - hiring, nurturing, performance managing, and supporting the development and satisfaction of your staff
Hire and nurture new talent into our world-class Customer Success: organization by building a pipeline of candidates, setting clear expectations, and managing performance
Develop a cost efficient organisation that maintains our high standard of: excellence when providing support to customers
Create a culture of customer delight, partnering closely with Senior Sales: and Services Leadership to foster alignment, delivering excellent customer experience and positive commercial outcomes
You will be a public presence for Braze building executive relationships with: customers, acting as a point of escalation across your book of business and representing Braze during public activities.
What they're looking for
- Working with your managers and individual contributors you will be: responsible for your teams achieving their KPIs against platform adoption, customer renewal, customer expansion and advocacy.
- Identify opportunities for continuous improvement including evolving process, reporting, and materials
- Guide your team in managing their clients throughout their lifecycle, work: with your team to understand customer's evolving business and technical goals for using Braze and continuously demonstrate value.
- Drive ongoing adoption, setting KPIs and success metrics for ROI
