Senior Customer Onboarding Manager I

At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.

We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization.

To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success. Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.

If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet you.

Our mission is to help customers grow by driving value, delivering world-class support, challenging the status quo and creating solutions for business needs and outcomes. We create long-term partnerships with our customers that are built on trust. We’ve got a talented team of experts dedicated to help customers get the most value out of Braze. We succeed by making others successful – providing a great customer experience, and we support each other along the way. To achieve this goal, we’re looking for a passionate Customer Onboarding Manager.

WHAT YOU’LL DO

As a Customer Onboarding Manager, you will own the critical early phase of the customer lifecycle, onboarding Braze’s new clients, and working with Customer Success Managers to deliver great results. You will be responsible for rapidly understanding each client’s business requirements and managing the program delivery, driving them to realize a fast time-to-value from their investment in Braze as efficiently as possible.

Core Objectives:

• Project manage a portfolio of customer onboardings to successful outcomes, accelerating Time to Value, growing and retaining customers
• Collaborate with internal technical resources to empower and train customers to use Braze’s platform and powerful features as efficiently as possible
• Engage with customer stakeholders to understand their business and technical goals for using Braze, building credible relationships throughout the customer organization, from senior staff to Braze end users
• Coordinate effectively with client agencies and third parties to drive desired outcomes
• Help drive early adoption, setting KPIs and success metrics for ROI
• Advocate customer business use-cases to product development
• Understand and document client stakeholder roles & hierarchy within a detailed account to ensure successful transitions to the Customer Success Manager team after onboarding
• Design and continually improve processes and materials that enhance efficiency and customer experience during onboarding
• Effectively deliver engaging enablement training and workshops
• Where required, tailor 1:1 onsite and remote onboardings to meet client needs and exceed expectations

WHO YOU ARE

• 2 years+ managing complex implementation projects across multiple senior client stakeholders at a SaaS company or similar.
• 2 years+ managing complex programs in a related area, for example Consulting, Onboarding, Customer Success, Implementations, Project Management, or Technical Solutions
• Significant project management experience and/or formal certifications (PMP, PMgP, Agile, Prince2 etc).
• Good communicator with strong influencing skills
• Strong problem solving skills and ability to manage conflicting priorities
• You’re known for being a good collaborator and can motivate or maintain enthusiasm throughout the onboarding engagement
• High level of intellectual curiosity
• You have technical domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Analytics or Programming (HTML etc).
• Project management experience, dealing with large and complex implementations within highly matrixed organizations.
• Familiarity of or have practiced Agile methodology

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $90,000 and $103,500/year with an expected On Target Earnings (OTE) between $100,000 and $112,000/year (including bonus or commission). Your exact offer may vary depending on multiple individualized factors, including market location, job-related knowledge, s