Senior Customer Success Manager

Braze
London
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementSkills: ["Communication","Follow-up","Relationship building","Time management","Mentorship"]

Own the enterprise customer relationship as a trusted advisor, driving renewals, retention, and net retention in partnership with Account Executives. Build shared Success Plans to drive feature adoption, analyze product usage for risks and opportunities, and lead Executive Business Reviews. Coordinate cross-team support and escalation, advocate for customer feedback into product development, and provide education and mentorship to junior colleagues.

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FursaFursa
Braze
Braze
2 days ago

Senior Customer Success Manager

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Own the enterprise customer relationship as a trusted advisor, driving renewals, retention, and net retention in partnership with Account Executives. Build shared Success Plans to drive feature adoption, analyze product usage for risks and opportunities, and lead Executive Business Reviews. Coordinate cross-team support and escalation, advocate for customer feedback into product development, and provide education and mentorship to junior colleagues.
Location: London
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Partner with Account Executives to drive commercial alignment and renewals, retention, and net retention targets.
  • •Serve as the main point of contact and trusted advisor, building shared Success Plans to drive adoption and outcomes.
  • •Proactively analyze customer product usage to identify opportunities and risks to account health.
  • •Maintain regular customer contact through check-ins, events, and Executive Business Reviews; act as an escalation point.
  • •Coordinate with Technical Support, Industry Solutions, and Deliverability Services to ensure seamless customer support, and mentor junior colleagues.
Travel: Medium travel

Pay and Benefits

Perks:MedicalDentalVisionLife InsuranceDisability InsuranceRetirementEquityPaid LeaveLearning BudgetParental Leave

Key Requirements

  • •3-6 years of relevant experience in onboarding, customer success, implementations, or project management.
  • •Proven track record managing complex, high-value accounts or projects with enterprise clients and multiple stakeholders.
  • •Excellent written and verbal communication skills, strong follow-up, and the ability to understand customers’ strategic problems.
  • •Strong time management skills, ideally with project management experience and/or formal certifications (PMP, Agile).
  • •Technical domain knowledge of two or more: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming (e.g., HTML).
Experience:Enterprise customersSaaSMarketing technology
Skills:CommunicationFollow-upRelationship buildingTime managementMentorship
Certifications:PMPAgile
Tech Stack:SaaSMobileAPIsMarketing AutomationDirect MarketingAnalyticsHTMLPMPAgile

Company Brief

Braze
Provides a customer engagement platform that helps brands create personalized messaging and lifecycle campaigns across mobile, web, email, and other channels to drive retention, engagement, and revenue.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 100M to 250M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: New York, United States
Founded: 2011
WebsiteLinkedIn