Senior Customer Success Manager, Industry

Braze
Chicago
Workplace: HybridFull timeUSD 80,000 - 125,000 annuallyFunction: Customer Success & Account ManagementExperience: 3-6 yearsSkills: ["Communication","Follow-up","Relationship-building","Time management","Mentorship"]

Own a portfolio of high-value enterprise customers and drive renewals, retention, and net retention targets in partnership with Account Executives. Serve as the trusted advisor and main point of contact, building Success Plans to accelerate feature adoption and account health. Proactively analyze usage, run Executive Business Reviews, coordinate training and escalations across Braze teams, and support transitions from onboarding to ongoing success, including mentoring junior colleagues.

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FursaFursa
Braze
Braze
2 days ago

Senior Customer Success Manager, Industry

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Job Summary

Own a portfolio of high-value enterprise customers and drive renewals, retention, and net retention targets in partnership with Account Executives. Serve as the trusted advisor and main point of contact, building Success Plans to accelerate feature adoption and account health. Proactively analyze usage, run Executive Business Reviews, coordinate training and escalations across Braze teams, and support transitions from onboarding to ongoing success, including mentoring junior colleagues.
Location: Chicago
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Partner with Account Executives to align commercially and drive renewals, retention, and net retention targets.
  • •Serve as the main point of contact and trusted advisor, building shared Success Plans and providing day-to-day guidance to hit objectives.
  • •Proactively analyze customer product usage to identify account health opportunities and risks, and maintain ongoing communications including check-ins and Executive Business Reviews.
  • •Coordinate customer support and training needs across Technical Support, Industry Solutions, and Deliverability Services, while acting as a point of escalation.
  • •Provide customer advocacy by synthesizing product feedback, deliver continuing education on features to maximize value and identify upsell opportunities, and mentor junior colleagues.
Travel: Medium travel

Pay and Benefits

Salary: USD 80,000 - 125,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionLife InsuranceDisabilityRetirementEquityPaid LeaveParental LeaveLearning Budget

Key Requirements

  • •3-6 years of relevant experience in onboarding, customer success, implementations, or project management.
  • •A proven track record managing complex, high-value accounts or projects with sophisticated clients and multiple stakeholders.
  • •Excellent communication and follow-up skills, with the ability to listen and understand customers’ strategic problems.
  • •Strong time management and ideally significant project management experience and/or certifications (PMP, Agile).
  • •Technical domain knowledge in two or more areas such as SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming (HTML, etc.).
Experience:3-6 yearsCustomer successOnboardingImplementationsEnterprise customersProject management
Skills:CommunicationFollow-upRelationship-buildingTime managementMentorship
Certifications:PMPAgile
Tech Stack:SaaSMobileAPIsMarketing AutomationDirect MarketingAnalyticsHTML

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