{"@context":"https://schema.org","@type":"JobPosting","directApply":"https://schema.org/False","title":"Customer Success Manager, Global SMB","description":"

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 YOU'LL DO

As a Customer Success Manager, you will work closely with agile, technology-focused brands to help them realize value from their investment in Braze. As part of an innovative and experimental team of Success Managers, you will have the opportunity to shape how we support our customers as we build a new strategy for the future.

Analyze and drive increased product adoption across a variety of innovating SMB accounts, empowering them to use Braze effectively and see value from our product.
Provide recommendations to clients for adapting business processes to efficiently work with Braze.
Develop creative ways to use our internal tools and Braze technology to efficiently and strategically manage and grow your accounts.
Be a point of escalation for customers’ strategy, product training, and non-technical support questions. Answer strategic client questions from your client base via a queue.
Deliver Braze product expertise through delivery of check-ins and business reviews.
Help build processes, internal enablement, and servicing tactics as we establish our strategy for supporting SMB customers.
Partner with Account Managers to provide an excellent customer experience and to ensure commercial alignment on renewals. Own customer renewal targets for accounts in your name.
Collaborate with Customer Onboarding Managers and other Success partners to seamlessly transition clients from onboarding to ongoing active users.

Please note this job description does not cover every duty you may need to undertake, you may be asked by your manager to handle other reasonable responsibilities commensurate with the role.

WHO YOU ARE

You have exemplary written and verbal communication skills coupled with unparalleled follow up skills. Clients have the impression that you listen and understand their problems. Most of your communication will be written.
You’re known for being a team player. You’re interested in mentoring your peers, lending a helping hand to cross-functional partners, and actively contributing to internal projects.
High level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others.
You have experience managing a large number of accounts with a “Tech-Touch” rather than a “High-Touch” level of engagement.
You welcome frequent feedback regarding your path to progressing through the organization.
You have domain knowledge of two or more of the following: SaaS, Mobile, APIs, Marketing Automation, Direct Marketing, Marketing Analytics or Basic Programming (HTML etc.).

WHAT WE OFFER Details of these benefits plan will be provided if a candidate receives an offer of employment. Benefits may vary by location—find out more here.
From offering comprehensive benefits to fostering flexible environments, we’ve got you covered so you can prioritize work-life harmony.

Competitive compensation that may include equity
Retirement and Employee Stock Purchase Plans
Flexible paid time off
Comprehensive benefit plans covering medical, dental, vision, life, and disability
Family services that include fertility benefits and equal paid parental leave
Professional development supported by formal career pathing, learning platforms, and tuition reimbursement
Community engagement opportunities throughout the year, including an annual company wide Volunteer Week
Employee Resource Groups that provide supportive communities within Braze
Collaborative, transparent, and fun culture recognized as a Great Place to Work®

ABOUT BRAZE

Braze is a leading customer engagement platform that powers lasting connections between consumers and brands they love. Braze allows any marketer to collect and take action on any amount of data from any source, so they can creatively engage with customers in real time, across channels from one platform. From cross-channel messaging and journey orchestration to Al-powered experimentation and optimization, Braze enables companies to build and maintain absolutely engaging relationships with their customers that foster growth and loyalty.

Braze is proudly certified as a Great Place to Work® in the U.S., the UK and Singapore. In 2024, we ranked #3 on Great Place to Work UK’s Best Workplaces (Large), #3 on Fortune Best Workplaces for Parents (Small and Medium), #13 on Great Place to Work UK’s Best Workplaces for Development (Large), #14 on Great Place to Work UK’s Best Workplaces for Wellbeing (Large), #14 on Fortune Best Workplaces in Technology (Small and Medium), #26 in Great Place to Work UK’s Best Workplaces for Women (Large), #31 in Fortune Best Workplaces (Medium), and #37 in Fortune Best Workplaces for Women.

We were also featured in the Top 10% of US News & World Best Companies to Work For, Top 100 Great Place to Work UK’s Best Workplaces in Europe (Medium), and in Built In’s Best Places to Work.

You’ll find many of us at headquarters in New York City or around the world in Austin, Berlin, Bucharest, Chicago, Dubai, Jakarta, London, Paris, San Francisco, Singapore, São Paulo, Seoul, Sydney and Tokyo – not to mention our employees in nearly 50 remote locations.

BRAZE IS AN EQUAL OPPORTUNITY EMPLOYER

At Braze, we strive to create equitable growth and opportunities inside and outside the organization.

Building meaningful connections is at the heart of everything we do, and that includes our recruiting practices. We're committed to offering all candidates a fair, accessible, and inclusive experience – regardless of age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or status as a protected veteran. When applying and interviewing with Braze, we want you to feel comfortable showcasing what makes you you.

We know that sometimes different circumstances can lead talented people to hesitate to apply for a role unless they meet 100% of the criteria. If this sounds familiar, we encourage you to apply, as we’d love to meet you.

Please see ourCandidate Privacy Policy for more information on how Braze processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise any privacy rights.","identifier":"https://remote.com/jobs/braze-c17sn4ty/customer-success-manager-global-smb-j12xwsth","employmentType":"FULL_TIME","hiringOrganization":{"@type":"Organization","name":"Braze","sameAs":"https://braze.com","logo":"https://cdn.talent-assets.remote.com/company_logos/7339c2fb-09ce-4142-9454-a6c4174f7df0company_logo.jpg"},"datePosted":"2025-01-18T21:23:41Z","applicantLocationRequirements":[{"@type":"Country","name":"Albania"},{"@type":"Country","name":"Algeria"},{"@type":"Country","name":"American Samoa"},{"@type":"Country","name":"Andorra"},{"@type":"Country","name":"Angola"},{"@type":"Country","name":"Anguilla"},{"@type":"Country","name":"Antigua and 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