Braze

Customer Success Manager

• Own client renewals, retention and net retention targets for your customers
• Be your customers’ main point of contact and trusted advisor at Braze
• Partner with Account Executives to provide an excellent customer experience and to ensure commercial alignment
• 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
• Drive customer advocacy by building strong customer relationships and creating mutual value for your customers and Braze
• Proactively analyze your customer product usage to identify opportunities and risks to account health
• Maintain ongoing regular contact with your customers via ad-hoc communications, regular check-ins, events, and Executive Business Reviews.
• Advocate for your customers, soliciting and synthesizing customer product feedback to contribute to product development
• 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.
• 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 Services to ensure your customers receive the support they need simply and seamlessly
• Work with Onboarding Managers and other Customer Success Partners to seamlessly transition clients from onboarding to ongoing activity
• You will likely spend time onsite with customers and may travel [internationally]

Customer Success Manager II

Salesforce Administrator

• Lead the design, build, and administration of the Braze PRM tool, specifically supporting our Partnerships team. You'll leverage both standard features and custom components to create seamless external experiences
• Proactively optimize portal performance, scalability, adoption, and availability, resolving usability, technical, or adoption issues to ensure an exceptional user experience for our partners
• Design and implement secure integrations between the Braze PRM and other key platforms, including core Salesforce products (Sales and Service Cloud), as well as other tools we make available to partners/resellers via the PRM, ensuring real-time, reliable data flows
• Apply Salesforce security best practices for external identities, API access, and user data management, with a strong emphasis on safeguarding customer and partner information
• Manage and optimize the core Salesforce Platform, including robust security controls, permission sets, profiles, roles, and sharing rules for internal and external users
• Design and document scalable role hierarchies and sharing models to ensure appropriate data access across diverse user groups while maintaining data integrity
• Implement and maintain platform automation using a combination of declarative configuration (Flows, Approval Processes) and light customization to streamline operations and enhance the overall user experience
• Collaborate closely with business analysts, stakeholders, and end-users to thoroughly understand requirements, contribute to scalable solution designs, and support the successful implementation of both platform and Community features

Customer Success Manager II

Salesforce Administrator, Experience Cloud