Customer Success Manager II

Braze
London
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 2-5 yearsSkills: ["Communication","Teamwork","Customer advocacy","Account management","Time management","Relationship building","Strategic thinking","Follow-up"]

Own customer outcomes for agile, technology-focused brands in the Scale team—driving renewals, retention, and net retention. Serve as a trusted advisor and main point of contact, build Success Plans to accelerate feature adoption, and proactively monitor product usage to protect account health. Lead customer advocacy and feedback loops to inform product development, coordinate with internal teams for seamless support, and facilitate transitions from onboarding to ongoing success.

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FursaFursa
Braze
Braze
2 days ago

Customer Success Manager II

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Last checked: 11 hours agoStatus: Live

Job Summary

Own customer outcomes for agile, technology-focused brands in the Scale team—driving renewals, retention, and net retention. Serve as a trusted advisor and main point of contact, build Success Plans to accelerate feature adoption, and proactively monitor product usage to protect account health. Lead customer advocacy and feedback loops to inform product development, coordinate with internal teams for seamless support, and facilitate transitions from onboarding to ongoing success.
Location: London
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Partner with Account Executives to align commercial goals and drive customer renewals, retention, and net retention.
  • •Act as customers’ trusted advisor and primary point of contact throughout the customer lifecycle.
  • •Build and execute shared Success Plans that provide strategic guidance and day-to-day support to achieve customer objectives.
  • •Proactively analyze customer product usage to identify opportunities and risks to account health, and run regular check-ins and Executive Business Reviews.
  • •Coordinate cross-team support (including Technical Support, Industry Solutions, and Deliverability Services) and help transition clients from onboarding to ongoing activity.

Pay and Benefits

Perks:EquityRetirementPaid LeaveHealth InsuranceDentalVisionLife InsuranceDisabilityLearning BudgetPaid ParentalFertility BenefitsVolunteer Week

Key Requirements

  • •Proven customer success track record with experience managing complex accounts or projects involving multiple stakeholders and competing priorities.
  • •2–5 years of relevant experience in onboarding, customer success, implementations, or project management.
  • •Excellent written and verbal communication skills with strong follow-up and the ability to understand customers’ strategic problems.
  • •Experience working with medium to large technology companies that move fast, building strong customer relationships.
  • •Domain knowledge of two or more areas such as SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, or Programming (HTML etc.).
Experience:2-5 yearsSaaSMobileAPIsMarketing AutomationDirect MarketingMarketing Analytics
Skills:CommunicationTeamworkCustomer advocacyAccount managementTime managementRelationship buildingStrategic thinkingFollow-up
Tech Stack:SaaSMobileAPIsMarketing AutomationDirect MarketingMarketing AnalyticsHTML

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