Braze Senior CSM, Media and Entertainment at Braze acts as a trusted advisor for significant customers and supports junior colleagues with at-risk accounts. The role involves driving client renewals, feature adoption, and customer advocacy.
Responsibilities
Partner with Account Executives to ensure commercial alignment & drive client renewals, retention & net retention targets for your customers
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 to help them hit their objectives with Braze
Drive customer advocacy by building strong customer relationships and creating mutual value for your customers and Braze
Be a strategic thought leader for your customers, analyzing use-cases and recommending market/vertical best practices to enhance client marketing programs.
Advocate for your customers, soliciting and synthesizing customer product feedback to contribute to product development
In addition to being a dedicated contact for strategy, product training inquiries, and non-technical support for your direct accounts coordinate with other Braze teams including Technical Support, Industry Solutions, and Deliverability Services to ensure your customers receive the support they need simply and seamlessly
Work with Onboarding Managers and other Customer Success Partners to seamlessly transition clients from onboarding to ongoing activity.
Act as a point of escalation for customers
Provide mentorship to colleagues, acting as a subject matter expert you will take the initiative to help them improve processes, execution, and outcomes
You will assist junior colleagues by taking temporary assignments to help them rescue at-risk accounts and capitalise on high opportunity accounts through mentoring and engaging directly with the customer
You will likely spend time onsite with customers and may travel internationally
Qualification
You’re known for being a “team playerHigh level of intellectual curiositystakeholders at a SaaS company
Required
You are a proven customer success professional, with an excellent track record, who finds satisfaction in helping your customers achieve great things and in helping your colleagues grow. You have an excellent track record in customer success or a related role and are excited to work with big name brands with over 1,000 staff. You want to lead by example as a senior individual contributor.
You have significant project management experience and/or formal certifications (PMP, Agile, etc).
You have exemplary written and verbal communication skills coupled with unparalleled follow up skills. Clients have the impression that you listen and understand their problems.
You’re known for being a “team player.” We just can’t emphasize this enough.
High level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others.
You have strong technical domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics or Programming (HTML etc).
6 years+ experience managing complex international enterprise accounts (Fortune 100, FTSE, DAX, etc. - ACV of $500K or more) across multiple senior client
stakeholders at a SaaS company
You have a proven track record as a Success Manager, renewing and growing customers
West Coast location is preferred (but not required)
For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $83,200 and $119,200/year, with an expected On Target Earnings (OTE) between $104,000 and $149,000/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.
