Director, Support Engagement Lead

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.

WHAT WE'RE LOOKING FOR

As a key member of our Customer Experience department, the Director of Support Engagement Lead will play a pivotal role in transforming our customer experience by delivering exceptional support services for Braze’s strategic and enterprise-level customers. This position will oversee a high-performing team of Support Engagement Leads, ensuring that we meet our global team’s KPIs, long-term and short-term goals, and sales targets. We are seeking a passionate leader who excels in problem-solving, team building, and operational excellence in a dynamic and fast-paced environment.

KEY RESPONSIBILITIES

• Develop and implement regional and global forecasts and strategies aligned with broader department and company objectives.
• Manage regional financial performance, including budget planning, cost management, and execution of renewal strategies.
• Foster key relationships both internally and externally, driving strategic partnerships and ensuring high customer satisfaction.
• Communicate effectively with all stakeholders, representing Braze and the Support Engagement Lead’s interests in complex customer escalations.
• Navigate complex business challenges, making high-stakes decisions based on foresight and data.
• Support and deliver the SEL sales motion and positioning, from deal qualification to collaborative services pitching, through successful deal closure, renewals, and expansions.
• Oversee resource management for your region, including strategic hiring, talent development strategies, and effective resource allocation.
• Ensure compliance with regulatory standards and Braze policies.
• Create new SKUs, line items, and bundled package offerings that catalyze growth, improve renewal/expansion rates, reduce churn, and increase contribution margin.

WHAT YOU HAVE

Competencies:

• Strategic Planning and Execution: Ability to create, execute, and oversee long-term strategies that align with department and company objectives.
• Executive Communication: Proficient in communicating with senior leadership and key stakeholders across the business.
• Leadership & People Development: Experience recruiting, motivating, and developing a high-performing team of Support Engagement Leads; excels in coaching and mentoring.
• Customer Success Mindset: Ensure the SEL team provides exceptional servicing and account management that drives high-value creation for our customer base.
• Collaboration and Influence: Work closely with cross-functional teams, including Sales, Customer Success, Product & Engineering, to drive successful outcomes for customers and SEL.
• Operational Excellence: Optimize team workflows and processes for efficiency and effectiveness, implementing metrics and KPIs to measure team performance and customer success outcomes.
• Financial Management: Ability to manage budgets, deliver against forecasts, and identify efficiency and cost optimization opportunities.
• Resource Management: Effectively allocate resources based on business needs and manage workload across the team to optimize productivity.

Experience:

• 8+ years of experience in technical support, customer success, or a related field, with at least 3 years in a leadership or people management role.
• Proven ability to recruit, retain, inspire, and develop top talent who view SEL as a land and expand career destination.
• Strong technical acumen and the ability to translate complex technical concepts into actionable strategies.