Customer Success Manager II, Scale

📌 Core Information

🔹 Job Title: Customer Success Manager II, Scale

🔹 Company: Braze

🔹 Location: San Francisco, California, United States

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service, 🎧 Customer Experience (CX)

🔹 Date Posted: Tue, April 1, 2025

🔹 Experience Level: Not specified

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Managing client renewals and retention
• Being the main point of contact and advisor for clients
• Facilitating excellent customer experiences
• Driving feature adoption and customer advocacy

ASSUMPTION: This role requires direct interaction with multiple stakeholders and uses data-driven decisions to enhance customer relationships. Based on the provided description, emphasis seems to be on maintaining and nurturing existing customer relationships and achieving strategic alignment with customer goals.

📋 Key Responsibilities

✅ Own client renewals, retention, and net retention targets for your customers.

✅ Be the customer's main point of contact and trusted advisor at Braze.

✅ Partner with Account Executives to provide exceptional customer experience and ensure commercial alignment.

✅ Drive feature adoption through shared Success Plans and strategic guidance.

✅ Build strong customer relationships to drive customer advocacy and mutual value.

✅ Proactively analyze customer product usage to identify opportunities and risks.

✅ Maintain regular contact with customers through various communication methods.

✅ Advocate for customers by collecting and synthesizing product feedback.

✅ Coordinate with other teams to ensure seamless customer support.

✅ Transition clients from onboarding to ongoing activity seamlessly.

✅ Engage with customers on-site and possibly travel internationally.

ASSUMPTION: The role combines responsibilities across customer advocacy, strategic account management, and cross-functional coordination. The job likely requires strong interpersonal skills and data analysis to identify areas for customer improvement and growth.

🎯 Required Qualifications

Education: Not specified

Experience: 2-5 years relevant experience in Onboarding, Customer Success, Implementations, or Project Management

Required Skills:

• Proven track record in customer success
• Exemplary written and verbal communication skills
• Effective relationship-building and teamwork abilities

Preferred Skills:

• Experience managing complex accounts with sophisticated clients
• Knowledge of SaaS, Mobile, APIs, or Marketing Automation

ASSUMPTION: The qualifications imply a preference for candidates who have worked closely with tech-savvy companies and exhibit strong project management and communication skills. The role may require adaptable problem-solving capabilities.

💰 Compensation & Benefits

Salary Range: $70,400 - $83,000/year with an On Target Earnings (OTE) between $84,900 - $100,000/year

Benefits:

• Comprehensive benefit plans (medical, dental, vision, life, and disability)
• Flexible paid time off
• Retirement and Employee Stock Purchase Plans
• Fertility benefits and equal paid parental leave
• Professional development opportunities

Working Hours: Not specified

ASSUMPTION: Compensation and benefits appear competitive and well-rounded, targeting a balance between work and personal life. However, actual working hours are not specified, suggesting flexibility may be a component of this role.

📌 Applicant Insights

🔍 Company Context

Industry: Software Development

Company Size: 1,001-5,000 employees, indicating a mid-sized organization that offers several opportunities for professional growth and resources.

Founded: 2011

Company Description:

• Leading in customer engagement, optimizing multi-channel relationships via a single platform
• Recognized by multiple organizations for workplace excellence
• Headquartered in New York with a global presence

Company Specialties:

• Mobile engagement and marketing
• Customer experience and engagement
• Cross-channel marketing technology

Company Website: https://www.braze.com

ASSUMPTION: Braze's certified workplace awards suggest a strong emphasis on employee welfare and development, making it an attractive destination for professionals aiming to grow in a dynamic environment.

📊 Role Analysis

Career Level: Mid-level position designed for experienced Customer Success professionals

Reporting Structure: Likely reports to Customer Success leadership and collaborates across various teams

Work Arrangement: Primarily on-site, with potential for travel and client interaction

Growth Opportunities:

• Develop within one of the industry's most advanced customer success teams
• Gain experience with agile, technology-savvy companies
• Opportunity to influence and contribute to company success

ASSUMPTION: The role potentially offers extensive networking and professional growth opportunities, with exposure to leading technologies and innovative practices in customer engagement.

🌍 Location & Work Environment

Office Type: Modern, presumably collaborative work environment with technologically equipped spaces

Office Location(s): San Francisco, with potential coordination with global offices

Geographic Context:

• Located in a major tech hub, offering diverse networking opportunities
• Strong focus on work-life harmony and employee wellbeing
• Access to San Francisco's thriving technological ecosystem

Work Schedule: Not specified, possibly flexible with expectations for occasional travel

ASSUMPTION: San Francisco's location presents a unique blend of professional and cultural amenities, suggesting a stimulating work environment.

💼 Interview & Application Insights

Typical Process:

• Initial screening and assessment of experience
• Interviews with team members and potential leadership
• Case studies or role-related exercises

Key Assessment Areas:

• Customer success and management skills
• Problem-solving capabilities
• Communication and interpersonal skills

Application Tips:

• Highlight relevant SaaS experience
• Showcase examples of successful customer engagements
• Demonstrate communication skills through written materials

ATS Keywords: Customer Success, Client Management, SaaS, Retention, Technology Adoption

ASSUMPTION: Assuming a thorough application and interview process that evaluates both technical and soft skills relevant to effective customer relationship management.

🛠️ Tools & Technologies

• Customer Relationship Management (CRM) systems
• Data analytics platforms
• Communication and collaboration tools

ASSUMPTION: Role requires proficiency with CRM systems and collaborative technologies, facilitating effective client interactions and analysis.

👔 Cultural Fit Considerations

Company Values:

• Passion for innovation and teamwork
• Commitment to equity and opportunity
• Cultural vibrancy driven by diverse backgrounds

Work Style:

• Collaborative and open to new perspectives
• Autonomous with a strong sense of accountability
• Adaptability in the face of dynamic challenges

Self-Assessment Questions:

• How do I prioritize customer engagement in a fast-paced environment?
• What experience do I have in managing technology-driven accounts?
• How do I embody teamwork and collaboration?

ASSUMPTION: Cultural fit for Braze leans heavily on a dynamic, team-oriented approach with an emphasis on diversity and personal growth.

⚠️ Potential Challenges

• Managing complex accounts and diverse client needs
• Navigating a rapidly growing and evolving company structure
• Adapting quickly to new technologies and market demands
• Balancing on-site requirements with travel expectations

ASSUMPTION: Challenges could include maintaining client satisfaction while adapting to an evolving product suite, requiring a proactive and informed approach.

📈 Similar Roles Comparison

• Customer Success roles in other tech firms may offer more or less autonomy based on company size and focus
• Levels of client interaction may vary with in-house vs. remote situations
• Opportunities for professional growth and international exposure can differ significantly based on company structure

ASSUMPTION: Commonality with roles at companies investing heavily in customer success infrastructure with a comparable client-centric approach.

📝 Sample Projects

• Developing strategic account plans for technology-focused clients
• Leading customer training workshops and success webinars
• Collaborating across departments to enhance customer support initiatives

ASSUMPTION: Sample projects likely focus on generating tangible outcomes for customer growth and satisfaction, applying both strategic and operational perspectives.

❓ Key Questions to Ask During Interview

• How does Braze measure success for the Customer Success Manager role?
• What are the immediate priorities for someone starting this position?
• How is feedback from Customer Success used to influence product development?
• What collaboration opportunities exist across different teams?
• What professional development paths are available for customer success managers?

ASSUMPTION: These questions focus on aligning candidate capabilities with the company's strategic goals, while also clarifying role expectations and development opportunities.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the Braze careers page
• Prepare for a potential phone screening focused on your experience
• Anticipate technical and situational questions during interviews
• Demonstrate your understanding of customer engagement technology
• Engage with the company's culture through provided interview materials

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.