Customer Success Manager II, Scale

<div class="content-intro"><p>At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.</p> <p>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.</p> <p>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.</p> <p>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.</p> <p>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.</p></div><p>As a Customer Success Manager in our Scale Mid-Touch team you will work with passionate start-up and scale-up brands to help them realise value from their investment in Braze.</p> <p><strong>What you’ll do</strong></p> <ul> <li>Partner with Account Executives to ensure commercial alignment &amp; drive client renewals, retention &amp; net retention targets for your customers</li> <li>Be your customers’ main point of contact and trusted advisor at Braze</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&nbsp;&nbsp;</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 Servi