Customer Success Manager II, Scale (German Speaking)

<p>Braze (Nasdaq: BRZE) is a leading, comprehensive customer engagement platform that powers interactions between consumers and brands they love. With Braze, global brands like Burger King, Delivery Hero, HBO Max, Mercari, and Venmo can ingest and process customer data in real time, orchestrate and optimize contextually relevant, cross-channel marketing campaigns, and continuously evolve their customer engagement strategies. And we do it at scale – last fiscal year our customers used Braze to send approximately 1.5 trillion messages to billions of monthly active users.</p> <p>But we’re so much more than our platform. Although we’ve recently grown to a team of over 1,300 people, Braze still buzzes with energy, collaboration, and transparency. We value curiosity, individuality, and tenacity—as part of the team, you’ll be encouraged to take your seat at the table and create your own destiny. Our values are inspired by our employees, which means Braze is a place where you can truly be yourself. We're growing, with a focus on building for the long term under tenured leadership and continuing to evolve for the better.</p> <p>Need more proof? Braze is proudly certified as a Great Place to Work® in the U.S. and the UK. In 2022, Braze ranked #1 on Fortune’s Best Small and Medium Workplace in New York, #5 on Fortune’s Best Workplaces for Millennials in the US, and #11 on Fortune’s Best Medium Sized Workplace for Women in the UK. </p> <p>You’ll find many of us at headquarters in New York City or around the world in Austin, Berlin, Chicago, London, Paris, San Francisco, Singapore, Tokyo, and Toronto.</p><p><strong>WHAT YOU'LL DO</strong></p> <p>As a Senior Customer Success Manager in our Scale team you will work closely with agile, technology-focused brands to help them realise value from their investment in Braze.</p> <ul> <li>Own and assume ultimate responsibility for client renewals, retention and net retention targets for your customers</li> <li>Be your customers’ main point of contact and trusted advisor at Braze</li> <li>Partner with Account Executives, taking a lead role to ensure excellent customer experience and commercial alignment</li> <li>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</li> <li>Drive customer advocacy by building strong customer relationships and creating mutual value for your customers and Braze</li> <li>Proactively analyze your customer product usage to identify opportunities and risks to account health </li> <li>Maintain ongoing regular contact with your customers via ad-hoc communications, regular check-ins, events, and Executive Business Reviews.</li> <li>Advocate for your customers, soliciting and synthesizing customer product feedback to contribute to product development</li> <li>Provide continuing education for customers to maximize product usage, identifying new or unused Braze features that could provide value for your customer and represent an upsell opportunity for Braze.</li> <li>In addition to being a dedicated contact for strategy, product training inquiries, and non-technical support, you will 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</li> <li>Work with Onboarding Managers and other Success Partners to seamlessly transition clients from onboarding to ongoing activity.</li> <li>Act as a point of escalation for customers</li> <li>Provide mentorship to junior colleagues</li> <li>You will likely spend time onsite with customers and may travel [internationally]</li> </ul> <p>Please note this job description cannot possibly cover every duty you may need to undertake, you may be asked by your line manager to handle other reasonable responsibilities commensurate with the role. </p> <p><strong>WHO YOU ARE</strong></p> <p>You are an established customer success professional 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 seeking to progress your career, with one of the industry’s most advanced customer success teams, by working with agile, technology savvy scale customers with between 100 and 1,000 employees.</p> <ul> <li>You are an excellent communicator<strong> (fluent in both German and English) </strong>with exemplary written and verbal communication skills coupled with unparalleled follow up skills. Clients and colleagues have the impression that you listen and understand the strategic problems they are trying to solve</li> <li>You’re excited by working with medium and large technology companies who move fast, and want to build new customer experiences quickly</li> <li>You’re known for being a “team player.” We just can’t emphasize this enough</li> <li>You build