Director, Customer Success, Enterprise

Braze
New York, San Francisco
Workplace: HybridFull timeUSD 181,000 - 285,000 annuallyFunction: Customer Success & Account ManagementExperience: 5+ yearsSkills: ["Communication","Relationship building","Teamwork","Intellectual curiosity","Accountability"]

Own the enterprise customer success book of business and lead multiple customer success teams across locations. Partner with Senior Sales and Services leadership to deliver customer delight, reduce risk, and drive renewal, expansion, and advocacy. Build and hire talent, set KPIs for platform adoption and ROI, and act as an escalation point for executives and customers. Improve processes and guide client lifecycle support based on evolving business and technical goals.

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FursaFursa
Braze
Braze
3 days ago

Director, Customer Success, Enterprise

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Job Summary

Own the enterprise customer success book of business and lead multiple customer success teams across locations. Partner with Senior Sales and Services leadership to deliver customer delight, reduce risk, and drive renewal, expansion, and advocacy. Build and hire talent, set KPIs for platform adoption and ROI, and act as an escalation point for executives and customers. Improve processes and guide client lifecycle support based on evolving business and technical goals.
Location: New York, San Francisco
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Director level

Key Responsibilities

  • •Join Customer Success senior leadership to help shape the department and wider business.
  • •Manage multiple Customer Success teams, including hiring, performance management, and supporting development and satisfaction.
  • •Own the enterprise book of business by building executive relationships, minimizing/mitigating risks, and supporting growth opportunities and KPIs.
  • •Set and track KPIs for platform adoption, renewal, expansion, and advocacy, driving ROI-focused adoption.
  • •Act as an escalation point and guide customers through their lifecycle, advocating customer business use-cases to product development.

Pay and Benefits

Salary: USD 181,000 - 285,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVision401kEquityPaid LeaveParental LeaveLearning Budget

Key Requirements

  • •5+ years of relevant experience in customer success, consultancy, account management, or mobile marketing.
  • •3+ years of experience managing people managers.
  • •Significant project management experience and/or formal certifications (PMP, PMgP, Agile, Prince2, etc.).
  • •Exemplary written and verbal communication with strong follow-up skills.
  • •Strong technical domain knowledge in two or more of: Mobile Development, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming (HTML etc.).
Experience:5+ yearsCustomer successMobile marketingConsultancyAccount managementMarketing technology
Skills:CommunicationRelationship buildingTeamworkIntellectual curiosityAccountability
Certifications:PMPPMgPAgilePrince2
Languages:English
Tech Stack:Mobile DevelopmentAPIsMarketing 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