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
• Drive customer advocacy by building strong customer relationships and creating mutual value for your customers and Braze
• Proactively analyze 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 and identify upsell opportunities
• Coordinate with Technical Support, Industry Solutions, and Deliverability Services to ensure seamless customer support
• Work with Onboarding Managers and other Customer Success Partners to transition clients from onboarding to ongoing activity
• Spend time onsite with customers and may travel internationally

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